Service Desk - Handling Phone Calls and Walk-Ups

training service-desk

Starting a Support Call:

Have a pen and paper ready to record any information you are about to gather.

When a user calls in, start by gathering essential information. This not only helps you diagnose the issue but also shows the user that you're taking a systematic approach.
What is your ULID?
What is the exact error message you are seeing?
What web browser are you using? (e.g., Chrome, Firefox, Safari)
What type of device are you on? (e.g., laptop, desktop, phone)
Have you been able to log into this system before?
How long has this issue been happening?

Use this process when a user's authenticator app isn't working or the number isn't appearing.

Ask for the user's ULID and a personal email address.
- Cross-reference the personal email they provide with what's in your system (User Search or SPAIDEN). If it matches, you can proceed.
Tell the user: "You should be getting a confirmation email sent to that personal email. Please reply to it with 'I confirm' and let me know once you've done so."
Important: Do not end the call until the MFA has been reset.
Tell the user: "In a few minutes, you'll receive a second email saying your MFA settings have been cleared. This email will have instructions on how to set it up again. For the best results, please open this second email on a separate device from your phone."

End with: "If you have any questions or issues, feel free to give us a call back."

In-person support: Always verify identity with a photo ID before proceeding with a reset.

Follow these steps to help a user reset their password.

Ask for the user's ULID and a personal email address.
- Cross-reference the personal email they provide with what's in your system (User Search or SPAIDEN).
Tell the user: "You should be receiving an email to the personal email you gave me. It will include a temporary password and instructions on how to change it to something you prefer."
End with: "If you have any questions or issues, feel free to give us a call back."

In-person support: Always verify identity with a photo ID before giving a temporary password.

Note: If the user can sign into ULink, they can reset their own password.

Error: "Moodle Suspended"

Submit a general help ticket and include a note that the Moodle account is suspended.

Error: "Sign in was successful but does not meet the criteria"

Check if the user is using a VPN; if so, have them disconnect it.
Check if they have Private Relay turned on (for iPhones) and have them turn it off.
Ask if the user is currently outside of the United States. If so, submit a ticket.

PC Depot Orders

For questions about computer orders, direct the user to email PCOrders@louisiana.edu.

MAC Addresses

MAC addresses use a specific format: 00:00:00:00:00:00.
Advise users to turn off "Random MAC" on their phones, as this can cause connectivity issues on campus networks.

Device Drop-offs

When a user drops off a computer, always get their ULID and ticket number.
Verify that a ticket has been entered into the system before you take the device.
For Laptops - Always make sure the user provides the charger along with the device.