Help Desk Manual

Fall 2008

Procedures Manual Contents:

Help Desk Facility Set-up

• Diagram of Mooresville High School Help Desk

• Diagram of Mooresville Intermediate School Help Desk

Roles and Expectations for Help Desk Manager

Roles and Expectations for Technology Assistant Principal

Roles and Expectations for Student Workers

MacBook Repair Procedures

• Supplies and Equipment Needs for Help Desk

• Help Desk Morning Initiation Checklist

• Procedure for Assisting Student or Faculty

• Classification as Warranty, Easy Fix, or Non-Warranty Repair

• Procedure for Returning Repaired MacBook to Student

• Help Desk End-of-Day Closing Checklist

Database Interface and Integrity

• Directions for Accessing Database

• Protocol for Maintaining Data Integrity

• Privileges and Access Rights to Database

Syllabus of Course for Student Workers

Help Desk Facility Set-up

Crucial to the success of the MacBook Help Desk is the establishment of a functional, fluid space. Major fac-tors to consider in the establishment of a space are:

• Accessibility to all students and staff

• Zones within Help Desk room, including customer service, re-imaging station, loaner storage, miscella-neous parts storage, warranty return drop-off and pick-up,

• Power management, especially during large-scale re-imaging

• Data management, with sufficient ethernet drops, external hard drives

• Keys to Help Desk limited to select individuals: Principal, Assistant Principal, Help Desk Manager, MGSD Technology Department

Mooresville Help Desk Procedures Manual

Mooresville Graded School District Help Desk Procedures Manual 1

Fall 2008

Roles and Expectations for Help Desk Manager

The Help Desk Manager serves as the primary agent of customer service and liaison assisting students in main-taining MacBooks in condition to positively shape learning. To guide this digital conversion, the Help Desk Manager will operate with major goals in mind:

• Maintaining service to students and staff with an open Help Desk for a minimum of 2 hours per day

• Greeting and offering a positive customer service experience to students and staff who visits the Help Desk

• Supervising and modeling expected professional appearance (including dress), demeanor, and proce-dures for student helpers

• Troubleshooting MacBooks that student helpers were unable to repair

• Ensuring integrity of data collected from repair logs managed by student workers

• Securing root level admin passwords used to make software repairs from being shared with student workers

• Identifying and communicating details of computers that appear to have been misused or violations of the AUP to designated Technology Assistant Principal

• Address and demonstrate remedies to student workers for hardware issues

• Establish, with Technology Assistant Principal, system of return for repaired MacBooks

• Sole maintenance responsibilities for staff machines

• Verify warranty repairs before returned to students

• Coordinate pick-up and drop-off of student computers sent for warranty repair

• Assisting Technology Assistant Principal and Principal in establishing a printing system that is condu-cive to learning and cost-effective

Roles and Expectations for Technology Assistant Principal

The Technology Assistant Principal supervises the Help Desk, the Help Desk Manager, and the student work-ers, providing guidance in areas of instructional implementation, supporting and enforcing the AUP, and com-municating needs to building Principal and Director of Technology. The primary responsibilities for the Tech-nology Assistant Principal are:

• Supervise Help Desk and Help Desk Manager, providing feedback during yearly evaluations

• Facilitate MacBook distribution and collection, including communicating plans to staff, preparatory cleaning of machines, and cooperative facilitation of procedures

• Organizing and conducting periodic checks of all student machines for operability, primarily through whole-staff checks at the beginning of selected days (minimum of 4 days per school year)



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• Investigation of student computer related offenses, such as image tampering, vandalism, inappropriate material, or other AUP violations.

• Maintaining a system to deposit, account for and counsel, and return student machines left unattended

• Coordinate planning and sharing of ideas, problems, solutions, and procedures between Technology Assistant Principal, Help Desk Manager and other parties

• Tracking student usage through live-Apple Remote Desktop observations of students and reports gener-ated from filter violations and use

Roles and Expectations for Student Workers

The Help Desk student workers are “top notch” students with an interest in advancing their skills in technol-ogy services. Their dual role as peer and worker serves to promote the good of the program while instilling valuable training for customer service and applied problem solving. To build upon the success of the Digital Conversion, student workers should be expected to:

• Adhere to the school and Help Desk rules and procedures per contract, including respecting the pledge of allegiance

• Be courteous and respectful to students and faculty who come to the Help Desk for assistance

• Sign in and out for the time they work

• Demonstrate and be assessed according to the following qualities: technical proficiency, ability to follow procedures, attention to detail, punctuality, responsibility, cooperation, communication, flexibility, pro-fessionalism, judgement/ethics

• Troubleshoot software issues, but not hardware issues, although they should be able to swap dead bat-teries and determine the operability of a power supply.

• Refer parent contacts and student complaints to the Help Desk Manager

• Refer potential warranty claims to the Help Desk Manager

MacBook Repair Procedures

Supplies and Equipment Needs for Help Desk

Each Help Desk should maintain the following supplies:

• Two Firewire hard drives with restore image (including student and teacher image)

• Restore CDs

• Computer for student worker and Help Desk Manager to access School Dude



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• General office supplies

• White board and markers to chart daily activities, including a list of laptops out for repair

• Locking cabinet for storing loaner laptops and batteries

Help Desk Morning Initiation Checklist

Items to be completed upon opening the Help Desk

• Students sign-in on the attendance log

• Unlock cabinets where loaners are stored, unlock cabinets where batteries are stored

• Sign-in and prepare for entry items into School Dude database

Procedure for Assisting Students

• As student enters Help Desk, have them sign-in on the daily log.

• At database station, student worker should greet student and begin logging laptop information into School Dude.

• Remainder of procedure to be decided upon opening of Help Desk.

Procedure for Assisting Faculty

To be determined upon opening of Help Desk.

Classification as Warranty, Easy Fix, or Non-Warranty Repair

AppleCare warranty covers an extensive array of common repairs. The process for preparing a warranty-classified repair to Apple is:

• Placing laptops that cannot be fixed simply by Help Desk Manager into a stack for MGSD Technology Department.

• Upgrading work order in School Dude for each warranty-suspected laptop to require assistance of MGSD Technology Department.

• MGSD Technology Department will pick up laptops from Help Desk after receipt of School Dude work order. Laptops will be returned to school once repairs have been completed.

• AppleCare does not warranty repairs from issues resulting from:

1. damage caused by use with non-Apple products,

2. damage caused by accident abuse, misuse, flood, fire, earthquake, or other external causes,



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3. damage caused by operating the product outside the permitted or intended uses described by Apple,

4. damage caused by service performed by anyone who is not a representative of Apple or an Ap-ple Authorized Service Provider,

5. damage to a part or product that has been modified to alter functionality or capability without the written permission of Apple,

6. consumable parts, such as batteries, unless damage has occurred due to a defect in materials or workmanship,

7. damage that is cosmetic, including, but not limited to scratches, dents, and broken plastic on ports, that does not otherwise affect functionality or materially impair your use,

8. any issue when the Apple serial numbers have been removed.

• The process for a suspected non-warranty repair is:

1. Help Desk Manager attempts only simple fixes such as: battery replacement, software re-install/upgrade, or checking function of power supply.

2. Help Desk Manager, after inspection, makes referral to Technology Assistant Principal if negli-gence or malice is suspected

• Procedure for Returning Repaired MacBook to Student

To be determined at each site.

Options include:

• Student workers return to each student in first morning class after previous day’s delivery is logged in.

• Students are notified through announcement system to return loaner and get repaired laptop.

Help Desk End-of-Day Closing Checklist

To be determined at each site.

Database Interface and Integrity

Logging In and Accessing SchoolDude:

In order to access SchoolDude you must first login. In order to login, please follow the steps below:

1)Access the School District Homepage www.mgsd.k12.nc.us2) Click Staff along the top menu



http://www.mgsd.k12.nc.us

http://www.mgsd.k12.nc.us

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3) Click Staff Links4) Click Technology Work Order Request5) The School Dude website will display and ask you to enter your userid and password. You will

use your MGSD email address as your userid, if you are a new user you will use “newuser” (no quotes) as your password. If you are an existing SchoolDude user you will use your existing password

Entering/Editing Incidents: As a Site Resource 1, you will only see incidents routed to you in the Incidents By Status section of the Home page. You also have the ability to create incidents of your own.

To open a new incident, click the New Incident tab at the top of your home page. The New Incident Request form is shown below:



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A Red Check mark indicates a required field.

Please be as descriptive as possible when providing a description of the problem and the actions you took to resolve the issue.

When you are finished entering the details of the work order click Submit at the bottom of the form

Viewing Incidents assigned to you:

The Incidents By Status section of the Home page shows the number of request currently assigned to you or a Work Queue you are assigned to.

There are many different types of totals that will display on this page as you use School Dude (open, closed, etc.)

To view New Request click the red 2 (this number may be different depending on the number of incidents assigned to you).

The first incident assigned to you will be displayed.

To view a different Incident click the drop down next to Unprocessed New Incidents

The problem description is located below the drop down box for Unprocessed New Incidents



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Closing a Incident Assigned to You:

If you were able to resolve the issue you can close the issue by updating the Status ID on the Incident Report, adding notes to the Action Taken field and clicking Submit on the bottom of the page.

Escalating an Incident to the Technology Department:

If you were not able to resolve the issue, you can escalate it to the Technology Department by changing the Work Queue field to Transfer to Technology and clicking Submit at the bottom of the incident report.

The Technology department will review and assign the request to the appropriate person and your request will be addressed as soon as possible.

Syllabus of Course for Student WorkersTo be completed by staff member conducting class



Documents

Help Desk Manual