1. CATHOLIC ARCHDIOCESE OF MELBOURNE Module 1 Service and Support IT Facilities & Service training

2. CATHOLIC ARCHDIOCESE OF MELBOURNE Welcome Module 1 aims to do the following:  Be the first booklet you read if you are supporting people in IT  Be a guide to service and support  Contain technical references and cover the below topics in detail: Roles and Responsibilities Procedures Operations Guidelines and Rules Practice Requests

3. CATHOLIC ARCHDIOCESE OF MELBOURNE Roles and Responsibilities of the Team

4. CATHOLIC ARCHDIOCESE OF MELBOURNE Management Responsibility and Quality Checks  If you are showing a member of your team how to do work, for example IT Level 2 is showing a staff member how to image machines, it is entirely your responsibility to double check their work.  Service Desk have to meet time targets – Acknowledge the user within 15 minutes of initial contact.

5. CATHOLIC ARCHDIOCESE OF MELBOURNE Procedures A) The Visidex – use this resource! B) New user access request T:\IT Facilities & Services\Checklist - Templates - Forms\FormsT:\IT Facilities & Services\Checklist - Templates - Forms\Forms C) New system access request http://sharepoint.cam.org.au/share/Lists/Greentree%20Logi n/overview.aspx D) CAM IT Facilities and Services Internet Policy T:\IT Facilities & Services\Contact Lists\Information Systems Compliance Check List.docx E) Processing loan equipment F) What to do when you are late or away

6. CATHOLIC ARCHDIOCESE OF MELBOURNE Fill out all details on the whiteboard. When equipment is returned, tick it off against the laminated tag attached to the equipment. All pieces of equipment are to be accounted for. F) What to do when you are late or away Email the entire Distribution Group that you will be away or late and insert your away/late days into the service desk calendar. E) Processing loan equipment

7. CATHOLIC ARCHDIOCESE OF MELBOURNE Operations of the Service Desk A)The Daily Checklist – 1 SR for all backups that fail. T:\IT Facilities & Services\Checklist - Templates - Forms\Daily Checklist Template.docx B)The service desk voice message and TCC Diversion T:\IT Facilities & Services\Training\IT Staff Training\Service Desk (Module 1)\Answering the phone at TCC.docx C)The Print Run T:\IT Facilities & Services\Checklist - Templates - Forms\Printers\Daily Print Checks.xlsx and T:\IT Facilities & Services\Checklist - Templates - Forms\Printers\Printer Check Process v1.12.docx D)The Weekly Room Checks T:\IT Facilities & Services\Checklist - Templates - Forms\Lecture Meeting rooms\Audio Visual Room checklist - 2014.docx

8. CATHOLIC ARCHDIOCESE OF MELBOURNE Raising Requests A)How to raise a request in Greentree: -Check for existing SR’s BEFORE you raise it. -Email the user with the subject heading as the SR Number within 15 minutes -Make sure the SR Summary is in the format COMPANY – Contact Method – Department – Valid summary (CAM – E – Finance – Printing from 28) - How Long to work on a call and the escalation model – 15 minute response target, don’t sit on request, if your not sure what to do you must update the SR with existing actions taken and escalate. -Health checks on service requests -Properly complete a solution – reference links, simple language, Closing Codes, bullet point instructions. We want you to add to our knowledge base so another person in our team can recreate your solution. -Always Attach the email to the Service Request. -Add your name to the date and time stamp. Do not use sdesk.

9. CATHOLIC ARCHDIOCESE OF MELBOURNE Greentree Logins Greentree Accounts – IT Facilities and Services Group LoginCurrent Allocated User SDESKSee Roster Board TREIDTony Reid AFERRAROAshleigh Ferraro KNGKevin Ng IT Level 1Helen Kitching IT Level 2Brad Bosua IT Level 3Jason Micari IT Level 4

10. CATHOLIC ARCHDIOCESE OF MELBOURNE Operations Continued F) The escalation Model G) Using the Action Plans – note you can only escalate once you have exhausted the action plans. T:\IT Facilities & Services\Training\IT Staff Training\Action Plan.docx H) Definition of Incident Vs New Work New Work is something requested that needs to be approved by IS Manager. The IT Handbook covers this. Incident is when something we knew about broke.

11. CATHOLIC ARCHDIOCESE OF MELBOURNE The Escalation Model – Level 1 FieldDescription Service Desk #When the ticket has been created in Greentree copy the number to this to email to the user as the subject Service Desk Specialist: The name of the person logging the call DateDate the call was received – control T TimeTime the call was received – Control T User NameThe name of the person requesting the service LocationThe location of the person requesting the service. It can be a building, a street name, an area, Parish office etc. RoomIf applicable FloorIf applicable PhoneContact number of the person calling Agency / Department / Parish Agency: if applicable Department: If applicable Parish: if you ticked the POL box then get the Parish Name ApplicationThe name of the application they are running. If POL then it would be PACS, Sandhurst, etc. HardwareIndicate whether it is Laptop/Desktop/Printer/Smart Client – what server?, etc. Asset / Printer # Asset number of the desktop, laptop or the printer number Incident Description Get as much information from the user. If it will not fit the box then write on the back or on another sheet of paper, but put a heading saying “1 st Level Problem Description – Continuation” Actions TakenWhat action has been performed to resolve the issue.

12. CATHOLIC ARCHDIOCESE OF MELBOURNE How to Escalate if you cannot resolve an SR FieldDescription Assigned ToInput the name of the person that you will be escalating to. Problem DescriptionIf the problem is more than originally noted in the SR, update this field. Actions TakenNote down the steps that was taken trying to resolve the issue, the reference documents you used, the online help ReasonNote down the reason why this action was taken Resolved?If the issue cannot be resolved and you have completed an action plan, then you can escalate.

13. CATHOLIC ARCHDIOCESE OF MELBOURNE Guidelines and Rules Your Responsibilities A)Check all Requests – entire Department. B)Familiarise yourself with all Handbooks C)Update documentation – if something is wrong, do not leave it for someone else to update. D)External Vendors – no escalation to them without Management approval. E)Supported Browsers – We only support Internet Explorer. F)Clean Desk Policy. We move around a lot.

14. CATHOLIC ARCHDIOCESE OF MELBOURNE Compliance/ Quiz  Can we give someone access to someone else’s emails?  Do we apply individual folder permissions?  Does an individual or a distribution group have control over a shared mailbox?  What to do if you get a request for a new PC from a parish secretary?  Can you approve new work requests?  If a CAM Staff member sends you a request for a new email account, what do you do?

15. CATHOLIC ARCHDIOCESE OF MELBOURNE Practise Scenario 1: The above email comes into service desk. What would you do with it? A)Forward the email to Tony B)Create a request and give to POL and Systems (Ashleigh/Mickey) C)Leave it in SD Queue D)Send back a HR form for the user to fill out and open no request.

16. CATHOLIC ARCHDIOCESE OF MELBOURNE Answer – D: Send the user the form from HR to fill out. We do not open the request until we have HR or Parish Priest permission to create an account. Then give request to Manager. Tell user to use eService

17. CATHOLIC ARCHDIOCESE OF MELBOURNE Practise Scenario 2

18. CATHOLIC ARCHDIOCESE OF MELBOURNE  Please raise a request based on the screen shot above and the saints name: St Scholaticas. That’s all this SR came with.

19. CATHOLIC ARCHDIOCESE OF MELBOURNE  St Scholastica’s have simply emailed a screen shot of the problem. What should you do: a)Raise the request against St Scholasticas, bomgar and try to resolve the problem b)Raise the request against St Scholastica’s and follow an Action plan to the SR’s completion c)Raise the request and escalate to POL Systems (Ash/Mickey) d)Raise the request against the suburb, follow an action plan, escalate to POL/Systems if no resolution. e)Tell user to use eService.

20. CATHOLIC ARCHDIOCESE OF MELBOURNE

21. Practise Scenario 2 - D  Who is St Scholasticas? We need suburb not saint names.  If you follow the action plan, you would not need to escalate. If there is a quick answer relating to this, then provide the document reference.  If it SHOULD be a quick answer, please write one. We want to capture as many quick fixes as possible.  In this example you could also check that Asset number is properly registered against the parish.

22. CATHOLIC ARCHDIOCESE OF MELBOURNE Practise Scenario 3:  Voice message comes in from a CAM user – please upgrade my software Paperport, a new version is available.  What should we do:  A) raise the request to upgrade paperport  B) Reply to user to talk to IT Manager for software requests  C) Let the user do it themselves as they only need to click OK

23. CATHOLIC ARCHDIOCESE OF MELBOURNE Practise Scenario 3 - B  1. we don’t support paperport, you can probably check this by looking in the Licenses spread sheet, if it isnt there, then we don’t have it.  2. The IT handbook says all new software requests go to management.  3. Opening a request would make it seem that we are working on it, when in fact we do not have paperport so no no no.

24. CATHOLIC ARCHDIOCESE OF MELBOURNE Practise Scenario 4  IP Monitor is showing CAMEXC06 down, what should you do:  A) Call Tony  B) Call Kevin – technical team  C) Raise a Request and follow the action plan and escalation process  D) Ping the ip address  E) Sit on it, it usually comes back after a few moments