Naples Free-Net Helpteam Procedures Manual |
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This reference guide is designed to assist NFN Helpteam members understand the operational processes of the organization. |
NFN Help Desk Orientation Check List for: _________________________________________________Welcome and Orientation by Help Desk Team Chairperson:____________________________ Date: Chair: Orientation Item: _____ _____ Meet with one of the help team cochairs to explore interests, skills, knowledge, and availability. _____ _____ Give the person a copy of the current NFN Policies and Help Desk Procedures. Ask the person to read them carefully and be prepared to answer a few questions when they report for their first assignment. _____ _____ Give the person a regular time assignment on the Help Desk. _____ _____ Also assign one existing Help Team Member (most likely the one from that same shift) to act as the new recruits coach. Coachs Name:________________________________________ Coachs Email:________________________________________ Coachs Phone:________________________________________ It is the coachs responsibility to walk the new recruit through all NFN Help Team Standard Procedures. (Use this check list as a guide and a record of items covered). Key Standard Procedures: Date: Coach: Orientation Item: Help Desk Shifts _____ _____ Shift times:
Initial Shift Assignment:_______________________________________ _____ _____ The Web PageHelp Desk Weekly Schedule and Help Team News at: http://gator.naples.net/~helpdesk/chuck/ _____ _____ What to do if you cant be there First, see if you can swap shifts with someone else, if so, notify Help Desk Schedule Captain (hventry@naples.net). If you cant find someone to swap with, send an email to Help Desk Schedule Captain (chuck@naples.net) to inform the captain of your inability to take the shift. When ever possible one weeks advance notice is preferred in order to give the scheduling captain time to arrange for a substitute. The equipment in the NFN Office On the first shift give the new volunteer a brief orientation tour of the office. _____ _____ What each major item is and what it does:
_____ _____ Emergency Procedures _____ _____ The Office computers
_____ _____ The credit card machine
_____ _____ Manual credit card sales
The New User Registration Form and Process - Including the importance of proper documentation _____ _____ Talk with the new user to find out about their interest.
_____ _____ Recording and filing the documentation
_____ _____ Procedure for numbered account registrations:
_____ _____ Procedure for custom account registrations:
_____ _____ Explain why we ask for a Photo ID
_____ _____ How to record and handle donations
_____ _____ Handling the completed registraion forms The NFN filing system _____ _____ NFN files arranged by nfnaccount
Responding to special requests _____ _____ Registering a Non Profit organization
_____ _____ Requests to register over the phone
_____ _____ Validation of "guest" - "guest" registrations
_____ _____ Disabled Users. Once you determine the users account is disabled (for abuses like spamming, abuse of the system) explain that the users account has been disabled by the system administrator.
_____ _____ Other requests: Unusual requests should be referred to one of the help desk co-chairs or to the NFN executive director. _____ _____ Review each of the NFN Setup procedures including a summary of typical problems and how we tell users to address them. Windows 3.1 Setup - Now Unsupported Windows 95 Setup Windows 98 Setup Windows 2000 Setup Windows ME Setup Macintosh Setup Use NFN Mac Software Disk I for Mac OS 7.0 or earlier (or if system is unknown) Use NFN Mac Fotward Disk II for Mac OS 7.1 thru Mac OS 7.5 Use NFN Mac Software Disk IIIA and Disk IIIB for Mac OS 7.5.5 and Mac OS 8.0 Orientation to On-line registration.
_____ _____ Review the importance of security and what can and has happened when security is breached. _____ _____ Instruction on standard UNIX commands _____ Obtain list of frequent UNIX commands (some practice tasks) _____ _____ Study a registration procedures (sudo). _____ _____ Walk through each procedure. _____ _____ Complete each procedure once while being supervised _____ _____ Review all registration procedures thoroughly. _____ Registering a New User - Numbered Account _____ Validating a User who has an nfnID ("guest" - "guest" registrations) _____ Running Check Shell _____ Changing a Password _____ Registering a New Custom ID _____ Renewing a Custom ID for another year _____ _____ Test for correct approach on each procedure. _____ Registering a New User - Numbered Account _____ Validating a User who has an nfnID ("guest" - "guest" registrations) _____ Running Check Shell _____ Changing a Password _____ Registering a New Custom ID _____ Renewing a Custom ID for another year
Standard Office Procedures The Help Team Pending Mail Box Passing down information and work from one shift to the next The disk duplicator _____ _____ The importance of being careful when making copies of disks. _____ _____ What to do with returned or donated disks How to take help line phone calls _____ _____ General telephone procedures NFN Help Line IC Internal Extension _____ _____ What to tell someone if you do not know the answer to a question or problem. What to do to ensure some other help team member follows up with the person. _____ _____ How to respond to an angry user _____ _____ Bigger Problems Securing the Help Desk Office and Safe when closing
NFN mentor recommendation: I certify I have reviewed the items on the checklist above with the help desk volunteer named at the top of the form. I recommend this person to Help Team Chair as being ready to work independently on the help desk .
Help Team Coach: ________________________________________ Date: _________________________________________ Reviewed and Approved Help Team Chairperson: ___________________________________ Date:______________________ |
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