2. Telephone Skills Make sure you identify the “MTSS” as well as yourself when you answer the phone Be sure to offer assistance: “How can I help you” or even just “Can I help you?” are good. Note their name immediately. Verify their extension or call-back number. Get their location (or the location of the issue they’re calling about) if needed, and verify it. Get any other details necessary to fill out info sheets by the phone. Let the caller know when you are putting them on hold or transferring their call. Use all available resources to resolve the call. If you don’t know how to help the customer, ask your supervisor for assistance. Be polite when on the phone with customers.

3. Help Desk Calls Be sure to address the help desk call in a timely manner, seeing as many of these issues can interfere with class time. Bring all the necessary keys, tools, etc. to address the problem. You do not want to interrupt a class more than necessary. Be respectful to the faculty/staff that has called you in. They are most likely already stressed/frustrated about the interference with their class time. If the problem is easily fixed, fix it immediately. Be sure not to let the professor feel inferior for not fixing the problem themselves. If the problem is complex and cannot be fixed during the call, make sure the professor has an available alternative, so they can continue with class. Note the problem in the help desk, so full-time staff can address the problem at a later time.

4. Managing Customers Be calm and polite when talking with customers. Listen to customer while they are explaining the problem. Never assume you know what they need and interrupt. Know your limits and ask your supervisor if you need help.

5. Checking Out Equipment If students or faculty/staff members come to the window to check out equipment, they must be helped immediately. Be aware of the difference between what students and faculty/staff can check out in order to avoid miscommunications and future problems. Help the customers fill out the required paperwork for the equipment they are checking out.

6. Checking Out Equipment Make sure that the customers knows how to operate the equipment they are checking out. The customers need to know for how long they can take out the equipment and when it is to be returned. Answer any questions they may have about the equipment. If you do not know the answer to a question, find someone within the office who does. “I don’t know” is not an acceptable answer.

7. Deliveries Deliveries and pick ups are one of the main responsibilities of the student technicians. Students are expected to deliver equipment to the classrooms on time. If a delivery is for 10:00, the equipment must be in the room and set up completely at 10:00. If the faculty/staff member is present when you deliver the equipment, be sure they do not have any questions regarding the use of the equipment.

8. Pick Ups When picking up equipment, wait until the class/event is completely over before returning the equipment. Do not rush the faculty if they are still using the equipment past the return time. If the faculty/staff member is present when you pick up the equipment, make sure they were satisfied with the equipment they received.

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