This document outlines various policies and rules of conduct for students working at the IT Help Center. It discusses expectations around providing excellent customer service, serving as ambassadors for the organization, and the importance of teamwork. The summary also mentions policies around student employment, dress code, attendance, assisting clients professionally, breaks, and finding substitutes for shifts. Students are expected to comply with these guidelines to maintain their employment.
2. Working @ the IT Help Center
All students and staff who work at the IT Help
Center, including you, strive to provide excellent customer
service during every client interaction.
Our actions have an impact! Contact with us shapes a
client’s impression of IS&T so consider yourself to be an
ambassador.
We want every support experience to be positive and give
our clients confidence in our abilities and skills.
Sometimes this means admitting that you don’t know an
answer
Our success depends on both teamwork and the individual
efforts of every staff member and student employee.
3. Working @ the IT Help Center
There are standard student employment
policies and procedures that now impact all
of you.
We will take special care to make sure you are
aware of them since this might feel like a bit of a
different world.
Each group may have additional policies and
procedures shaped by their operational needs.
If you have questions, ask!
4. Basics
The first general policy is to be polite and
kind to your supervisors, coworkers and
clients.
Plan ahead for time off/vacation.
People are relying on you so no-
shows, tardiness, or excessive calling out are
tracked and are not acceptable.
Dress code
Wear your uniform shirt and badge at work
Badges for after ResNet will be provided soon.
No shorts
5. Working @ the IT Help Center
Itis your responsibility to be
knowledgeable about the information
provided during this training.
Online training resource center will soon
be available if you ever feel like you need
a refresher on anything.
6. Working @ the IT Help Center
If you ever have any questions, concerns or
complaints, there are plenty of people to talk
to and we invite you to come see us!
Local student supervisors
Group managers and leads
Linda Jerrett, Manager
Stacy Gianoulis, Director
Please give your local managers and
supervisors a chance to help!
7. Working @ the IT Help Center
At the IT Help Center, we take our role as mentors and
managers to our student employees seriously and we want
to help set you up for success in the real world after school.
This is a real job!
We realize you’re establishing your college work history and
that when you graduate, we are the people they will call
for a recommendation or reference.
We take that responsibility seriously.
You should remember that they’ll be calling us too.
8. Student Rankings
Every semester, staff in each group, including
ResNet, are asked to fill out a ranking matrix
for all their student employees.
Rankings are then compiled by student to
arrive at an over all individual score.
The scores are used in hiring & rehiring
decisions, granting scheduling priority,
consideration for promotions and to
determine if additional training is required.
9. Student Rehiring
Employment in all IT Help Center groups is semester by semester.
At the end of each semester, staff must decide which students
will be invited back to continue working and must process
rehiring paperwork to retain those students.
Students are often unaware of this process and may think rehiring is
automatic.
In some cases, the decision is made to not rehire a student
based on their ranking for attitude, performance, customer
service skills, or lack of professionalism, etc.
This decision is rarely a surprise and staff will work during the
semester to guide students who might be headed in this
direction through written notifications, meetings and
recommendations for additional training.
10. Scheduling & Hours
Enter your hours on time each week or be prepared to wait
a week for your check. More later!
Scheduling for all IT Help Center groups will be moving into
an application called workschedule.net.
Stay tuned to learn more tomorrow!
It allows you to enter your preferred hours and to see the work
schedule for your whole group.
Scheduling will be done as quickly as we can. If we ask for
your availability or schedule, getting that to us quickly works
to your benefit.
11. Required Training
You should all also note today that all IT Help Center
student employees are REQUIRED to attend this
training each and every year.
When you start planning returns to campus each
fall, remember that you need to be here during the
last week of August.
If you miss training, you are jeopardizing your
chances of continuing to work at the IT Help Center.
If you think you will have a problem being here, you
should speak to a manager as early in the year as
possible.
13. Dress Code, etc.
Wear clean clothing including your IT Help Center shirt
Wear your IT Help Center badge at all times when
working
No clothing with profanity and no ripped clothes
No shorts, very short skirts, tank tops or sleeveless shirts
(unless under your IT Help Center shirt)
No headphones other than the ones for the call center.
No hats; religious or cultural headwear is acceptable
Shoes, sandals or other footwear must be worn at all
times
Be clean and otherwise presentable
Practice good hygiene
14. General Do’s & Don’ts
Attendance and being punctual is mandatory for all
assigned shifts and scheduled meetings
Public displays of affection with your significant other
are not appropriate for the workplace.
Don’t abuse your access to customer information
(FERPA)
Don’t enter hours you didn’t work into the payroll
system! (Immediate termination will result.)
No games, Facebook, movies or Youtube/other
online videos
Your focus while at work should be work. We ask that
you don’t do homework. Don’t count on having time
at work to conduct personal business.
15. General Do’s & Don’ts
Distribution or use of illegal software will not be
tolerated
No personal calls or texts at the desk – wait until
your break
No sleeping while working
If you’re sick or injured, notify a supervisor and go
home or go to Student Health Services
Don’t come to work under the influence of any
illegal substance or alcohol
No profanity
No yelling at or being blatantly disrespectful to
clients, staff or coworkers.
16. General Do’s & Don’ts
No friends hanging out at work or long
conversations at the desk with your friends, unless
you’re helping them as clients in your capacity as
an IT Help Center employee
Any university sanctions for file sharing are
considered serious violations for IT Help Center
employees who are held to a higher standard
Keep conversations quiet. Clients more than 5 or
10 feet away from the desk should not be able to
hear you
Keep conversations work-appropriate.
Keep your work areas free from clutter and
miscellaneous items
17. Absences & Tardiness
By accepting this position, you are committing to be part of a
team and a customer service oriented operation.
Your presence and work ethic affect our ability to meet our client’s
needs.
If you don’t show up, someone else is picking up after you and doing
your job. The work doesn’t just stop or go away.
Basic expectations are that:
You will regularly show up for your shifts.
You will show up on time.
You will stay until the scheduled end of each shift.
Work is your focus during your shift.
18. Absences & Tardiness
We understand that life throws things at you and
that illnesses do occur.
If you are ill or will be late, you must call in as soon
as possible and give us as much notice as
possible.
Call your group number, which should be
programmed into your cell and ask to speak to a
Supervisor or if no one is available leave a voice
message.
Follow up with an e-mail to your supervisor(s) and
manager *after* you call.
19. No Shows
No Shows are unacceptable.
No shows are not tolerated due to the nature of our
work and the high expectations of our clients.
It is impolite, disruptive, and impacts the entire team.
We adhere to a strict policy on No Shows as follows:
First Offense: Verbal Warning
Second Offense: Written warning (also forwarded to SEO)
Third Offense: TERMINATION
Termination may occur sooner if there are other
performance issues as well.
20. Assisting Clients
Listen carefully to a question and never
give inaccurate information. If you do not
know an answer, ask a co-worker or
research the information and follow
through with the customer
Be completely courteous; customers may
be frustrated but we are here to help
21. Assisting Clients
Never speak negatively to or about clients or post
anything negative about them in the ticketing system.
Remember, this is a work environment. Always present
yourself in a professional manner
Never leave the work area unattended
Phones must be answered promptly
22. Coming & Going & Breaks
All food should be eaten in a break room or
away from client’s view in other locations
Consider travel time when committing to the
start and end time of a shift. This is not the
time to go get food or run an errand.
Breaks should be a reasonable length and
you must tell a senior consultant, CSS, or other
staff before you leave.
23. Sub-requests or Finding Sub
Sub-requests or finding a colleague to sub for you are last
resorts and should be used infrequently and only when
necessary
Do not send out a sub-request if you are running late for a
shift – Call the office or send e-mail to staff instead
Please note that you need to make the sub-request or find
a sub well before the day and start of your shift
Just because you make a request or try to find a sub does
not mean you are excused from work! If someone does not
pick up your shift, then you still need to work or get in touch
with a staff person to be excused from your shift
