1. Consultant 1 Training A FUNdamental guide

2. Training Requirements Training Log Lectures Checklists Projects Attendance Consult Observation and practice Exams and Final Evaluation

3. Grading Phone Evaluation 20% Mid-term Exam10% Final Exam/Assessment 30% Assignments/Assessments10% Phone Log Project Reports10% Checklists & Worksheets10% Wiki Articles: 1 Page Addition5% 1 Page Edit/Organization5%

4. Grading An 80% is required to pass Consultant Training Yes, it is possible to NOT pass Consultant Training

5. Consultant Duties The Phones The Queue Walkup

6. Phone Duties You should remain ready at all times, except when dialing out or helping a walk-in client. – You get overflow from the account specialist queue. – When taking a call as a consultant, treat it like an account specialist call! …but don’t be afraid to help the client longer than you would normally, rather than referring the ticket to the consultant queue.

7. The Queue Take tickets from oldest to newest. – We don’t want tickets waiting there for extended periods of time. Do research first! – Don’t call the client back before knowing what the issue is. – Don’t be afraid to talk to the Tech Backup. That’s what they’re there for! – Google is your friend. – Always, ALWAYS check the Wiki. If it’s a recurring problem, chances are, it’s documented.

8. Walk-Up You’ll get a bunch of different issues. Try to keep traffic moving by either bringing the client back, making an appointment, or doing the drop-off. – We need to help every client, but they can’t be holding up the line by staying up there for a long time. – Try to resolve it in 5-10 minutes. – Don’t be afraid to ask for backup if a line forms. Drop-Offs are for reformats ONLY. Virus scans, “computer evaluations,” etc. are appointments and sometimes walk-ins. ALWAYS check with the Tech Backup before referring a client back, walk-in or appointment.

9. Phones: What You’ll Be Doing For the most part, you’ll be answering tickets regarding: – “Browser checks” – E-mail client setup – E-learning troubleshooting – VPN/L2TP issues – Other referrals

10. On the Phones Usual greeting is “Hi, this is ___ with the UF Computing Help Desk, I am trying to reach ___ with their issue of ___.” Don’t be nervous! They’re usually happy to get a call- back, especially if you know how to troubleshoot their issue.

11. Leaving a Message If the client does not answer, but you are directed to their voicemail, leave a message. – Usually, your greeting will be similar to when you call the client back. – Make sure to leave our phone number (352-392- 4357) and their ticket number. – Put in the ticket “left message x [however many times you have attempted to reach the client]” (e.g., “left message x2” or “lmx2”) and mark the ticket as “Left Message”

12. Reaching the Client If you reach a third “left message,” send an e-mail to the client (resolved). – There’s a canned message for failing to reach the client. – This will close the ticket so it doesn’t keep popping back up in the queue. – Otherwise, all “left message” tickets pop back in after 48 hours. If you get a busy signal, or it just keeps ringing, mark the ticket as “Busy/No Answer.” If you can resolve a client’s issue in the voicemail (e.g., “Looks like your e-mail has been restored…”), mark the ticket as closed.

13. Ticket Writing Do: – Include as much information as possible, including the software and OS. – Include how the problem was resolved, what you did, etc.

14. Ticket Writing Do NOT: – Make vague tickets. – Skip out on the details.

15. Resources The Wiki – The Wiki is an extremely useful source of information. Always check there for common issues, such as e-mail setup, L2TP, etc. – If you see something is wrong or missing from the Wiki, update it! It’s great to always keep it up-to- date.

16. Resources Google – It sounds hokey, but Google is inordinately helpful. – If you get an error message, Google it! Chances are, it’s documented somewhere. – Forums are extremely helpful. If you do a Google search and come across a tech forum, look over the responses. More often than not, there will be multiple solutions and causes for the issues you’ll find.