Week 4

Today at ITS I sat at the help desk and observed the technicians that took calls. They had a wide variety of calls that customers were encountering. I also got a chance to see how the ticketing system works. I got to see how they add tickets and write down what problems the customer was having before bringing it to ITS. I also got to go with one of the techs to go to classroom to try to retrieve an item that was signed out but had not yet been returned. I got to see a little more of how the help desk operates which was a major help.