UCL Service Desk Agent Playbook

This page documents the best practices in managing the service desk from the service desk agent perspective.

Tier 1

Tier 1’s role, etc.

Process For Handling Cases

Confirm Contact details are correct on Case Submission
Assign Case Reason
Complete Case, if possible
If not possible, assign to appropriate queue for Tier 2 processing.
For Cases that belong to programs, change Record Type to Program Support and then assign to the appropriate program Queue.

Case Reasons

Reason

Reason
Configuration update	Minor modifications to existing tools/functionality May include computer configuration or formatting Changes not required to go through Change Management Examples: Minor form modifications, updates to existing automation
Data request	Information from any of the systems we support (.csv, .xlsx, Tableau visualization, etc.)
Equipment request	Any issues, questions, or requests related to hardware, including purchasing requests & installation Phone requests
Not Supported/Declined	Will not do & does not need to be added to the backlog (Wrike)
Permissions request	Providing access to a new system or new functionality within a system Troubleshooting access that may need to be restored Manager requests for elevated access
Scheduling request	Scheduling requests, including course and class changes, fee changes, cancellations, etc.
Software request	Software issues to be resolved Examples: Outlook is down, update requests
Training	May include user errors which resulted in training Creation or distribution of new/existing documentation
Enhancement request	Case is resolved by creating a new task or project in Wrike. Somewhat major modification to existing tools, or new tool May require additional conversation or development before undertaking Best practice: add Wrike link to Chatter for cross-listing/navigation Examples: Creation of new forms, new automation, new tool request
Other	Anything that does not fit in another reason

Queues

Queue	Request Types

Queue	Request Types
Operations	Phone Building security keys/access to buildings cameras Copier Service Furniture
Technology Services Support	Purchasing IT (AV or plugs into computer) General desktop support New Equipment Equipment troubleshooting Printer Access Connectivity VPN Access VPN troubleshooting Outlook Troubleshooting Access to shared resources Requests for resources Calendar Access or Addition Computer Lab Installations Troubleshooting Desktop Security Zoom Zoom Recordings Kaltura What gets routed to UIT? (we would help with facilitate) Network
Information Systems Management	Peoplesoft Scheduling Class Cancellations Set up new classes, new instructors, time or day changes Catalog Information, title changes, description changes, subject codes Fee changes, item types System Access, questions, training (CLSS, Astra, PS, Tableau) Systems Access (Box, Salesforce, Intranet, etc.) Question about Outlook access, centrally managed? Destiny One Access Connector issues Configuration requests Access to web applications such as Intranet apps.continue.utah.edu is listed in message Salesforce Information for outside requesters Salesforce email lists Qualtrics Firewall Rules UCL Web/ Web Updates Class materials list Mediaspace My Media Accounts Video Storage and Future Access
Data Analytics	Reporting Tableau Enrollments Fees Budget Payroll Grades Heat Maps Pace Graphs Canvas
Exam Services	Assign to Mariah Nielson Scheduling an online exam Smarter Proctoring/Schedule Exams tool Exam troubleshooting
HR (future)	Access inbox, box, (for recent departures) question about access no longer needed. Outlook grant access to former employees Inbox
Unknown	Training support for desktop applications Teams setting up their own Outlook Calendars

Notes:

If a person named in the text of the case (example: Hello Angie, etc.), then the case can be directly assigned to said person. Always make sure the send email notification box is checked before assigning the case.