1. ENGINEERING IT
HELP DESK
ESC Training – Fall 2012

2. Contents
• Introductions
• Engineering IT and you
• Help Desk Expectations
• “The Three Things” you need to have to be
successful as a Help Desk ESC

3. People to Know
• Danny Tang
– Help Desk Services
Manager

4. People to Know
• Barb
Janunas-Leisner
– Help Desk Specialist
• Scrap Surplus
Processing
• Siebel HD Logistics

5. People to Know
• Jason Yoon
– Help Desk Specialist
• Siebel HD technical
support
• Siebel e-locks
• Documentation

6. Introduction to Engineering IT
• http://it.engineering.illinois.edu

7. Major Divisions of Engineering IT
• WAIS:
– Web
– Applications
– Information Services
• User Services
– Help Desk Services  *you are here*
– Administrative Computing
– Instructional Lab Support
– Research Computing
• Multimedia
• Infrastructure

8. 3 Primary Responsibilities
1) Help our clients solve their IT problems
as effectively and efficiently as possible, by
either being the source of the solution, or
routing them to the solution.

9. 3 Primary Responsibilities
2) Help maintain, preserve, and enhance the
quality of Engineering IT shared services
including departmental services at Siebel
Center.

10. 3 Primary Responsibilities
3) Professionally represent the quality of the
Engineering IT Shared Service organization
at all times.

11. How?
You need three things…

12. Knowledge!

13. Tools!

14. Skills!

15. Who are our clients?
• Engineering Students
• Engineering Faculty
• Engineering Staff
• EWS lab users

16. ESC Wiki Overview…
https://wiki.engr.illinois.edu/display/esc/Home
Most Relevant Information:
- Help Desk
- Siebel Information
- Printer FAQs
- Copy PINs
- Siebel HD Rounds
- Elock Access

17. Help Desk Location
• 2302 Siebel
– Printer/Service Rooms
• 2302/2203/3203/3323/4203/4323
– Storage Rooms
• 2305/4105/2436DCL
– Computer Labs
• 0218/0220/0222/0224
– Loading Dock
• 1328