IT Help Center

Policies & Student Rules of ConductLinda Jerrett

Working @ the IT Help Center All students and staff who work at the IT Help Center,

including you, strive to provide excellent customer service during every client interaction.

Our actions have an impact! Contact with us shapes a client’s impression of IS&T so consider yourself to be an ambassador.

We want every support experience to be positive and give our clients confidence in our abilities and skills.  Sometimes this means admitting that you don’t know an

answer

Our success depends on both teamwork and the individual efforts of every staff member and student employee.

Working @ the IT Help Center

There are standard student employment policies and procedures that now impact all of you.

We will take special care to make sure you are aware of them since this might feel like a bit of a different world.

Each group may have additional policies and procedures shaped by their operational needs.

If you have questions, ask!

Basics The first general policy is to be polite and kind

to your supervisors, coworkers and clients. Plan ahead for time off/vacation.

People are relying on you so no-shows, tardiness, or excessive calling out are tracked and are not acceptable.

Dress code Wear your uniform shirt and badge at work

Badges for after ResNet will be provided soon. No shorts

Working @ the IT Help Center It is your responsibility to be

knowledgeable about the information provided during this training.

Online training resource center will soon be available if you ever feel like you need a refresher on anything.

Working @ the IT Help Center If you ever have any questions, concerns or

complaints, there are plenty of people to talk to and we invite you to come see us!

Local student supervisors Group managers and leads Linda Jerrett, Manager Stacy Gianoulis, Director

Please give your local managers and supervisors a chance to help!

Working @ the IT Help Center

At the IT Help Center, we take our role as mentors and managers to our student employees seriously and we want to help set you up for success in the real world after school.

This is a real job!

We realize you’re establishing your college work history and that when you graduate, we are the people they will call for a recommendation or reference.

We take that responsibility seriously.

You should remember that they’ll be calling us too.

Student Rankings Every semester, staff in each group, including

ResNet, are asked to fill out a ranking matrix for all their student employees.

Rankings are then compiled by student to arrive at an over all individual score.

The scores are used in hiring & rehiring decisions, granting scheduling priority, consideration for promotions and to determine if additional training is required.

Student Rehiring Employment in all IT Help Center groups is semester by semester.

At the end of each semester, staff must decide which students will be invited back to continue working and must process rehiring paperwork to retain those students. Students are often unaware of this process and may think rehiring is

automatic.

In some cases, the decision is made to not rehire a student based on their ranking for attitude, performance, customer service skills, or lack of professionalism, etc.

This decision is rarely a surprise and staff will work during the semester to guide students who might be headed in this direction through written notifications, meetings and recommendations for additional training.

Scheduling & Hours

Enter your hours on time each week or be prepared to wait a week for your check. More later!

Scheduling for all IT Help Center groups will be moving into an application called workschedule.net.

Stay tuned to learn more tomorrow! It allows you to enter your preferred hours and to see the work

schedule for your whole group.

Scheduling will be done as quickly as we can. If we ask for your availability or schedule, getting that to us quickly works to your benefit.

Required Training You should all also note today that all IT Help Center

student employees are REQUIRED to attend this training each and every year.

When you start planning returns to campus each fall, remember that you need to be here during the last week of August.

If you miss training, you are jeopardizing your chances of continuing to work at the IT Help Center. If you think you will have a problem being here, you

should speak to a manager as early in the year as possible.

Rules of Conduct

Dress Code, etc. Wear clean clothing including your IT Help Center shirt Wear your IT Help Center badge at all times when

working No clothing with profanity and no ripped clothes No shorts, very short skirts, tank tops or sleeveless

shirts (unless under your IT Help Center shirt) No headphones other than the ones for the call center. No hats; religious or cultural headwear is acceptable Shoes, sandals or other footwear must be worn at all

times Be clean and otherwise presentable Practice good hygiene

General Do’s & Don’ts Attendance and being punctual is mandatory for all

assigned shifts and scheduled meetings Public displays of affection with your significant other are

not appropriate for the workplace. Don’t abuse your access to customer information (FERPA) Don’t enter hours you didn’t work into the payroll

system! (Immediate termination will result.) No games, Facebook, movies or Youtube/other online

videos Your focus while at work should be work. We ask that you

don’t do homework. Don’t count on having time at work to conduct personal business.

General Do’s & Don’ts Distribution or use of illegal software will not be

tolerated No personal calls or texts at the desk – wait until your

break No sleeping while working If you’re sick or injured, notify a supervisor and go

home or go to Student Health Services Don’t come to work under the influence of any illegal

substance or alcohol No profanity No yelling at or being blatantly disrespectful to clients,

staff or coworkers.

General Do’s & Don’ts No friends hanging out at work or long conversations

at the desk with your friends, unless you’re helping them as clients in your capacity as an IT Help Center employee

Any university sanctions for file sharing are considered serious violations for IT Help Center employees who are held to a higher standard

Keep conversations quiet.  Clients more than 5 or 10 feet away from the desk should not be able to hear you

Keep conversations work-appropriate. Keep your work areas free from clutter and

miscellaneous items

Absences & Tardiness By accepting this position, you are committing to be part of a

team and a customer service oriented operation. Your presence and work ethic affect our ability to meet our

client’s needs. If you don’t show up, someone else is picking up after you and doing

your job. The work doesn’t just stop or go away.

Basic expectations are that: You will regularly show up for your shifts. You will show up on time. You will stay until the scheduled end of each shift. Work is your focus during your shift.

Absences & Tardiness We understand that life throws things at you and

that illnesses do occur. If you are ill or will be late, you must call in as

soon as possible and give us as much notice as possible. Call your group number, which should be

programmed into your cell and ask to speak to a Supervisor or if no one is available leave a voice message.

Follow up with an e-mail to your supervisor(s) and manager *after* you call.

No Shows No Shows are unacceptable.

No shows are not tolerated due to the nature of our work and the high expectations of our clients.

It is impolite, disruptive, and impacts the entire team.

We adhere to a strict policy on No Shows as follows: First Offense: Verbal Warning Second Offense: Written warning (also forwarded to SEO) Third Offense: TERMINATION

Termination may occur sooner if there are other performance issues as well.

Assisting Clients Listen carefully to a question and never

give inaccurate information.  If you do not know an answer, ask a co-worker or research the information and follow through with the customer

Be completely courteous; customers may be frustrated but we are here to help

Assisting Clients Never speak negatively to or about clients or post

anything negative about them in the ticketing system.

Remember, this is a work environment. Always present yourself in a professional manner

Never leave the work area unattended

Phones must be answered promptly

Coming & Going & Breaks All food should be eaten in a break room or

away from client’s view in other locations

Consider travel time when committing to the start and end time of a shift. This is not the time to go get food or run an errand.

Breaks should be a reasonable length and you must tell a senior consultant, CSS, or other staff before you leave.

Sub-requests or Finding Sub Sub-requests or finding a colleague to sub for you are last resorts

and should be used infrequently and only when necessary

Do not send out a sub-request if you are running late for a shift – Call the office or send e-mail to staff instead

Please note that you need to make the sub-request or find a sub well before the day and start of your shift

Just because you make a request or try to find a sub does not mean you are excused from work! If someone does not pick up your shift, then you still need to work or get in touch with a staff person to be excused from your shift

Questions?