Tag: Service Desk
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Khalid Sharif, IT Desktop Consultant I, Enterprise Services
Khalid Sharif recently was promoted to the position of Desktop Consultant I. Before this promotion he spent over three years as a Service Desk Analyst II at the Service Desk. Prior to coming to Emory, he was a contractor for Cox Communications, where he helped complete the Cox Windows 7 migration project. Born and raised in…
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Brent Wiggins, Service Desk Analyst II, Enterprise Services
Brent Wiggins joins the Service Desk after spending almost a year at the Atlanta Journal-Constitution doing technical support of their digital offerings. He spent a year at DEXIS doing service desk support and worked for Apple doing IOS support. Born in Lithonia, GA, Brent went to Lithonia HS then attended Omnitech Technical Institute in Decatur,…
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Felisha Chism, Service Desk Analyst I, Enterprise Services
Felisha was promoted to full time employee after working for three years in the Service Desk as a student worker. She was honored at the recent Student Worker graduation ceremony held in the Woodruff Library. A native of Birmingham, AL, Felisha began her scholastic journey at Alabama State University in Montgomery, AL, where she earned…
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What’s the PM Say?
After a mere 290 million views, The Fox (What Does the Fox Say) YouTube video, by the Norwegian group Ylvis, is the latest meme. There are literally hundreds of parodies of the internet sensation, so why not one more? The brainchild of Bill Szabrak (UTS), you will certainly agree that this one…is the best. Don’t miss…
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Service Desk Kudos
In recognition of personal achievement, Athan Gillette and Brian Young (both of Enterprise Services) were awarded the professional certification of HDI Support Center Analyst in May, 2013. This certification involves participating in an online course that offers 12 weeks for completion and then taking a timed certification exam. Athan completed the course and certification exam…
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Auto-Routing Blackboard Tickets to Tier-1
One of the benefits of having a talented University Service Desk is that administrative tasks that have been handled at Tier-2 in the past can now be resolved at Tier-1 (the front door) through proper training and a focus on knowledge-centered support (KCS). Previously, the Blackboard (Bb) team has always maintained a listserv where users…
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Service Desk Kudos
I just wanted to take a brief moment to thank Athan Gillette (Call Center) for what he is doing and the attention that he is placing towards the entering of Service Now Incident tickets. His work on INC01777774 illustrates exactly what we are looking to see on any given voice-related INC. Having this information at hand…