Date: 6/18
Activities: Help Desk Training
Technical Skills: Computer Manager, AVAYA Phone Dialer
Reflection: Now we have entered into the phase where we learned the ins and outs of the Help Desk as we entered into a two-week training period that was specifically tailored to help us newbies at the Help Desk learn the ropes. There are three ways that someone can contact the Employee Service Desk (ESD): through the MIDAS ticketing system, through chat, and through the phone. The interesting thing to note is that regardless of which method an employee chooses to contact the ESD, the end result will always end with a ticket being created. This is so if someone were to come across a more obscure issue that was previously resolved in an old ticket, they could attempt to find it in the mass database of tickets that SAS stores and find the correct solution that they need. Everyone on the help desk team have required shifts every week in 30-minute shifts. So everyday, people would rotate between working on HDO (the ticket system), Chat, and Phones. However, these tasks are comparable to like menial house chores like taking out the trash and making your bed. They are necessary, but can get tedious and monotonous. That's where Alex and I come in.
When I was told that I wouldn't have to make coffee for everyone and be people's personal messengers, I was relieved. But then I realized that my job was still essentially the job that no one wanted to do. Nonetheless, the first couple of weeks when we were first exposed to it, it was extremely exciting. People from all over the floor would come into our office and hang out with us. We would chat, talk about SAS, and help us understand what our duties were. Say it was Kyle's turn to do HDO, he would come in and watch Alex and I take care of the tickets that were to come in. If we didn't understand where to put a ticket or became confused he would be able to help get us sorted out. All kinds of people visited us. Some were young, some had been at SAS for 30+ years. Everyone had a special field that they were an expert in. Debra was an expert on printers, Joel was a master at SharePoint, Steve was a Mac geek, the list went on and on. Everyone had their own unique way of dealing with tickets and people in chat. Some preferred using the web client version of MIDAS versus the thick-client (we ended up having to use both). It was interesting to have been exposed to so many different perspectives.
My main contribution to my internship would be my hard work. I feel like I take the job very seriously and I try my best to stay on the task at hand and not be distracted. I can take off weight from other people by taking over their shifts so they can focus on what they need to do and actually resolve problems. Helping alleviate the pain of doing HDO and Chat and not being a pain to the other members is probably what I'm most proud of in my internship. It makes me feel good and needed knowing that while I may not have the technical knowledge to solve a lot of the problems, I can still be a useful member of the team by creating new ones and sorting them. When Mr. Evans came to do a site visit, Vicki wouldn't stop complimenting Alex and I, saying how we were such hard workers and great assets to the team, which also made me happy on the inside.
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| From left to right: Jed, Kyle, Alex |
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