Mathematics and Computer Building (MC) 2018A
- Welcome
- Thanks to Cheryl for doing minutes this meeting.
- Review minutes from last meeting.
- Agenda items to add?
-
Customer
service
training
through
Organizational
&
Human
Development
(OHD)
and
helpdesk
collaboration
(co-op
students
and
their
supervisors)
-
Topics
- communication for exceptional service
- three dimensions of service (hidden, business, human)
- basic principles of the uWaterloo workplace
- calm response to difficult behaviours
- escalating difficult behaviour
- positive language 'rephrase'
- Dates for this term: May 31st in the AM (or possibly May 21st in the afternoon or May 31st anytime)
-
Topics
- Arts and Computing Office (ACO) co-op/supervisor social events -> "open to the campus helpdesk community" social nights
- Round table on how areas feel their helpdesks are doing
-
What
needs
to
be
improved
and
how
- What do you see as problems to be addressed at your helpdesk
- Suggestions to improve?
- Clients don’t want to be referred to someone else when they visit a helpdesk, other issues?
-
From
Bill
E:
- a tool to indicate where a userid had previous successful or failed login attempts. For instance, a person is locked out of their account because of failed attempts, it would be useful to know if it may be their cell-phone wifi which is misconfigured or if someone is using a brute force attack against their userid on Nexus, myWaterloo, mailservices, Unix hosts, etc. Also, knowing the Internet Protocol (IP) name of Nexus stations they logged into recently would also be useful in some cases where users report problems, but don't indicate what machine they were working on.
- Interest in implementing Information Technology Infrastructure Library (ITIL) best practices
- Interest in collaborating on these as a subsection of IT best practices project?
- Review agenda for HD Iniatives Part 2 meeting (if time)