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Technology Services

Technology Services. Mills Hall 110 Extension 1219 techsupport@covenant.edu. Technology @ Covenant. What Is An H Drive? Network Share For Storing Files How It Is Accessed On-Campus – Open My Computer from Desktop Off-Campus – Via VPN Why It Should Be Used What Is A Roaming Profile?

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Technology Services

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  1. Technology Services Mills Hall 110 Extension 1219 techsupport@covenant.edu

  2. Technology @ Covenant • What Is An H Drive? • Network Share For Storing Files • How It Is Accessed • On-Campus – Open My Computer from Desktop • Off-Campus – Via VPN • Why It Should Be Used • What Is A Roaming Profile? • Allows You The Ability To Log Into Any Campus Machine And Access Your Documents • Email • How Do I Check Messages When I’m Not On-Campus? • https://scots.covenant.edu • Personal Folders • Public Folders

  3. Technology @ Covenant – Cont. • Computer Usage – Best Practices • Downloading And Installing Software To Campus Machines • How Updates Are Applied • TrendMicro • Help Desk Pilot • How To Search The Knowledge Base • How To Submit A Trouble Ticket • Available Technology Discounts • AT&T • Covenant Eyes • Dell • Varsity Buys – Software • GovConnection – Software/Hardware • Verizon • Banner – https://scots.covenant.edu

  4. Technology @ Covenant – Cont. • VPN • Allows remote users to connect to the Covenant network as though they were physically connected to a network port on campus. • Access must be requested via request form. • Equipment Checkout Availability and Policies • Faculty and Staff can checkout equipment for work related use. • Equipment is available on a first come first serve basis. • Campus Notifications • Group Email Blasts • Regroup

  5. Questions?

  6. Telephone Information • Directories • Online • On Your Phone • In Active Directory (Outlook) • Available Telephony Options • Long Distance Codes • Mobile Extension • Cellular Twinning • Cellular Stipend • How To Use Telephone Features • Call Forwarding • Call Pickup • Transferring Callers • Using Hold Button • Conference Calls

  7. Telephone Features

  8. Unified Messaging Overview

  9. Unified Messaging Overview Cont.

  10. Telephone Etiquette - Placing Calls Identify yourself and your department Ask if this is a good time to speak with you over the phone Inform the caller why you are calling

  11. Telephone Etiquette – Answering Your Phone • Answer by the third ring (maximum) • Identify yourself/department properly • Technology Services, this is Regina. How mayI help you? • Give full attention to the call

  12. Telephone Etiquette – Answering Another Phone • Answer their phone by identifying yourself • Technology Services, Ben isn’t available at the moment, this is Regina. • See if you can help them • Is there something that I can help you with? • If not, ask if you can take a message or if they would prefer to leave a voicemail • If you take a message, always follow up to make sure it was received.

  13. Telephone Etiquette – Taking Messages • Get COMPLETE Information • Callers Name • Callers Number • Callers Message • Date and Time of the Call • Sign the Message - questions may need to be ask of you • Follow up

  14. Telephone Etiquette - Placing a Caller on Hold • Use hold button so office noise isn’t overheard • Ask permission of caller before placing on hold • Is it OK for me to place you on hold while I look that information up? • Don’t leave on hold • If you can’t answer quickly offer to call back. • Never make a promise unless you know you can/will keep it.

  15. Telephone Etiquette – Transferring Calls • Give the caller the name and direct number of the person being transferred to in case they are accidentally disconnected • Stay on the line to tell the receiver who is calling and what the nature of the call is • Don’t send the caller off into space. • If you don’t know who can help the caller take a message. Find out who can help them and ask that person to respond. • Follow up.

  16. Telephone Etiquette - Returning a Call/Email/Voicemail • Apply the Sundown Rule • Respond to the message within 24 hours. • Even if you can’t immediately handle the situation, let the caller know: • That they have been heard. • That they are important. • That you will respond as soon as possible. • Frequently check for messages and respond to them as if that person were standing in front of you

  17. Telephone Etiquette – Changing Your Greeting • When you know you are going to be out of the office and/or not responding to messages for a day or more you should turn on your out of office message • Message should include • Your name • Your title or department/office • Expected return date/time • The name and number of an alternate office contact • Make sure you inform your co-workers of this message.

  18. Telephone Etiquette – Out of Offfice Example Thanks for your message. I am sorry that I am not able to assist you at this time.  I will be out of the office Friday, March 4 through Tuesday, March 8, and will reply when I return. If you need assistance before then, please call the Office for Advancement at 706.419.1122. We look forward to serving you. Name Title or Name of Office/Department Covenant College  

  19. Questions?

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