Learning and

Technology Services

Help Desk Manual

May 2009
Table of Contents
1.0 Introduction.......................................................................... ..........................3
2.1 Opening Office.................................................................................. ...............6
2.2 Bookings........................................................................................................ ..8
2.2.1 Booking Procedures.................................................................... ..................9
2.2.5 Booking External and After-Hours Requests................................ ................16
2.3.2 Non-Urgent Work Requests................................................................ .........19
2.4 Communications.................................................................... ........................20
2.4.1 Reception.................................................................................................... 21
2.4.2 Replying to Emails......................................................... .............................22
2.4.3 Sending Confirmation Emails...................................................................... .23
2.4.4 Telephone Procedures............................................................................ .....24
2.5 Purchasing................................................................................................. ....28
3.0 Other Tasks........................................................................ ...........................32
3.1 Printing Schedules......................................................................... ................33
3.2 Organizing Paper Forms......................................................................... ........34
3.3 Sending Equipment for Repair................................................................ ........35
3.4 Tracking Equipment.................................................................... ...................36
3.5 Signing for Deliveries ........................................................................... .........37
3.6 Contacting Overdue Bookings ........................................ ...............................38
3.7 Checking Equipment ...................................................... ...............................39

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1.0 Introduction
This manual provides a detailed description of all the duties to be
performed by staff at the Sauder Learning and Technology Services Help
Desk. Due to the fast-paced, dynamic environment in which we work, this
document is to be maintained and updated regularly to ensure accuracy.
The revision history (table below) should also be updated accordingly
after each major revision.

This document serves to standardize the activities to be performed by the

Help Desk and to assist IT Technicians in training student support workers
at Sauder Learning and Technology Services. The IT and Operations
Manager can also use this document as a guideline to monitor the
activities at LTS.

Revision History

Authors/Editors Revision Date

Peter Watt Version 1.0 July 2004

Chrissy Wong Version 1.5 October 2007

Various Authors Version 2.0 July 2007

Christian Stockman Version 2008 April 2008

Peter Watt/Jody Version 2008.2.0 October 2008

Labao

3
 Chad Embree Version 2009 May 2009

Last saved on May 7th, 2009

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2.0 Daily Tasks
The subsections to follow discuss all the typical daily activities performed
at the Help Desk. A separate, one-page quick access summary document,
Daily Reminders for Front Desk Students, can be found at the Help
Desk and is to be updated regularly.

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2.1 Opening Office
Every morning (at 8:00am), the Help Desk Staff should:
• Open the Sauder Learning and Technology Services Office
• Turn on the computer
o Log in to Novell
o Log in to Outlook
 Disable auto-reply and check for email messages
 Go through active “Tasks” in Outlook to see what needs
to be done
 Update and add assigned work items
 Delete tasks when completed – do NOT just check off as
"complete."
o Log in to Bookings Manager
 Check outgoing bookings, returned and overdue items
o Log In to Track-It!
 Check on the day’s work orders
• Disable call forwarding on 604-822-8398 phone ONLY
o Check for dial tone
o Check voicemail messages
• Check A/V Cell Phone ANGUS for messages
o Dial 604-657-5007, press #, enter the password: "1234"
• Turn on the LCD TV and make sure the volume is off
• Empty the garbage cans/recycling bins by the help desk and beside
the office printer
• Check to make sure that there are stacks of paper supplies beside
the Canon printer.
o See Fanny Yip for paper supply
• Check for keys in the drop off slot
• Check if anyone is away and update the in/out board at 8:30am.
• Check notice board for the latest changes and info.
• Check your personal email for announcements and changes.
• Check outstanding unreturned items in Bookings Manager, and
make contact with the borrower(s).

• Open PC LAB. If the lab is not open by 7:55, inform Jody or Peter.
• Before 8:10am on Monday
o Print off five copies of the schedules (in weekly style) for each
PC Lab (HA407, HA407C, HA409, and HA427), label them, and
give them to the PC Lab staff for posting

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• AV students put white board markers in the classrooms in the
morning, as Classroom Services supplies them for us, however if an
instructor needs one urgently then the Help Desk can give one
directly to them.

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2.2 Bookings
The Help Desk is responsible for booking equipment and rooms to a host
of clients including faculty, supporting staff, Sauder PhD students, TAs,
Sauder Masters students, Sauder Undergraduate students and other UBC
students and visitors.

For the general booking policy, please review the Meeting Room and
Audio Visual Equipment Booking Policy at the back of the manual in
the Appendix section.

Please note that bookings for students, including Commerce

Undergraduate Society (CUS) are to be completed through authorized CUS
booking representatives (normally the VP Internal, but the Director of
Internal Affairs is authorized as well).

VP Internal (2009-2010) Director of Internal Affairs

(2009-2010)
Connor McGauley Alice Huang

In order to speed up the booking process and to ensure the proper level of
security, the front desk should advise clients to have the following
REQUIRED information ready:
• Name
• Telephone number
• E-mail address
• Department/Instructor name
• Date(s) and Time(s) needed
• Details about the requirements
• Photo Identification, e.g. Student card (surrendered until items are
returned)

Please note the booking priorities hierarchy:

1. Dean’s Office
2. Sauder faculty and staff
3. Sauder TAs
4. CUS
5. Sauder students
6. Non-Sauder clients.

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2.2.1 Booking Procedures
Booking requests can come in many forms. The Help Desk is responsible
for taking booking requests by phone, email, or in person.

For all bookings, the Help Desk must:

• Record the requests
• Make the reservation for the clients
o Bookings Manager (equipment/classroom keys)
o Outlook (meeting rooms)
• Email the requestor with confirmed booking status

In all cases, the Help Desk Staff is responsible for checking, recording,
booking for the clients IMMEDIATELY, if possible.

If a booking cannot be made promptly, the Help Desk Staff is required to

either
• Kindly request the clients to call back later
• Kindly advise the clients to email the Help Desk instead
• Record the client’s request and make the reservation at a later time.

The Bookings Request Form can be used to speed up the reservation

process. Kindly ask clients to fill in the form on their own and hand it in at
the Help Desk. The Help Desk Staff must then process these requests as
per above instructions.

Clients requesting equipment or keys are REQUIRED to fill in the

Bookings Request Form.

*Modified Booking Procedure- As of May 26, 2009

Clients must specify which type of easels one needs
• White Board (9)
• Black board (2)
• Standard (3)

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 2.2.2 Booking Rooms (Classrooms, Meeting
Rooms, PC Labs)
Classroom Bookings
For the booking of Henry Angus classrooms, the Help Desk Staff should
advise clients to book through the UBC Classroom Services directly:

Classroom Services
2016-1874 East Mall
Vancouver, BC V6T 1Z1
Tel: 604-822-9946
Fax: 604-822-8186
E-mail: classroomservices@students.ubc.ca
Web: http://www.students.ubc.ca/facultystaff/classrooms.cfm
Hours: Monday to Friday – 8:30am-4:00pm

Please refer to Appendix 1 for detailed classroom information.

PC Lab Bookings
PC Labs can be booked through the Help Desk using the Bookable Rooms
function in Outlook. When booking, please ensure consistency and follow
the prescribed pattern.

PC Lab Capac Configuration

ity
*MSRC 30 20 Pentium 4 PCs (2.4 GHz); 10
Pentium 4 PCs (1.6 GHz); 1 Data
1 Projector; Printer Available
*MSRC 30 30 Pentium 4 Core 2 Duo PCs (2.33
GHz), 1 Data Projector; Printer
2 Available
*HA 16 16 Pentium 4 Pcs (2.8 GHz), 1 laser
Printer
427
*DL 208 9 9 Pentium 4 Core 2 Duo PCs (2.66
GHz) , 1 laser Printer Check Astra Class
*Currently bookable through the Help Desk Schedules prior to
making any
bookings to make sure that they do not conflict with scheduled classes in
the computer labs. Do not make any bookings for the Fall and Winter
Semesters between May 1st- Aug. 1st. The Undergraduate Office will make
their own bookings. Bookings for the summer semester are still allowed
during May 1st- Aug. 1st.

Please refer to Appendix 1 for detailed PC Lab information.

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Meeting Room Bookings**
Meeting Rooms can be booked through the Help Desk using the Bookable
Rooms function in Outlook. When booking, please ensure consistency and
follow the prescribed pattern.

Room Capac **HA 760 PolyCom Booking

ity Clients may book HA 760 through Main
*HA 204 15 Reception on the 7th floor. If they do so in
*HA 204C 8 order to use the PolyCom conference phone
in that room, they may come to the Help
*HA 327 16 Desk for assistance in operating it. If this is
**HA 760 (Dean’s Office) 8 the case, please allow them to view the
DL 220 (DL Library) 10 PolyCom Instruction Manual that is being
DL 335 (DL Library) 6 held at the Help Desk. If necessary, assign a
Work Order to Eugene, or another technician
DL 416 (Career Centre) in order to further help them operate the
*HA Penthouse (Dean’s 25
Office)
*DL Forum/Amphitheatre 75
*Currently bookable through the Help Desk
**Please confirm which rooms are
available during the construction of Henry Angus

Note: The Dean’s Office (2-8555) has jurisdiction over Penthouse

bookings. It can ONLY be booked THREE WEEKS IN ADVANCE of
the required date, and ONLY to Faculty and Staff.
For rooms not available for booking through the Help Desk, please ask
clients to contact the respective offices for bookings:

Room Contact
DL 220 DL Library 2-9400
DL 416 Career Centre 2-
6479
HA 760 Dean’s Office 2-
8555
For certain rooms, such as HA 327, the Penthouse, the DL
Forum/Amphitheater and the PC Labs, the Help Desk Staff can make
reservations directly using Outlook. When making these bookings, the
information must be entered into Outlook as follows:

Full Name + “Function” + Time (e.g. 11am-2pm) +

Contact Number + booked by Your Name and Date (e.g.
Chris @ 8:45am on Tue., Feb, 20th, 2007)

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The Help Desk Staff must send out a confirmation email to the client upon
completing the booking.

Please refer to Appendix 1 for detailed meeting room information.

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2.2.3 Booking Keys
Sauder Learning and Technology Services has the most keys of anyone on
campus. Our keys are kept locked at all times in the key cabinet.
Normally, keys are signed out for Meeting Rooms and built-in A/V
Equipment cabinets in classrooms. We do not normally provide classroom
keys, as they are distributed through divisional secretaries. The Help
Desk staff is responsible for keeping track of all keys.

Key Sign-out Procedure

When a client requests a key, ask them to fill in the appropriate page of
the Key Sign-out Log (pages are numbered according to key numbers).
Required information includes:
• Date out
• Client name
• Division or student number
• Contact phone number
• Client signature – the signature confirms the client’s receipt of the
requisite key(s).
Note: Some sheets will be allocated with multiple keys. Please record the
key number next to the client’s name. Also, please ensure that extended
key loans are marked as such, either ‘yes’ or ‘no’ in the “Extended Loan?”
box. After the booking is recorded on paper, please ensure that it is also
recorded in Bookings Manager.

Sauder Faculty and Staff

Sauder faculty and staff can obtain keys and equipment from the Help
Desk without further verification of identity. In cases of situations where
the help Desk staff is not sure about the identity of the faculty or staff,
he/she is required to verbally ask and verify the client’s identity, politely.

In situations where faculty or staff sends students to pick up the keys on

their behalf, the front desk has the responsibility to:
• Confirm with the respective faculty or staff through email or phone
calls
• Ask for the authorization/delegation letter

Students
Students are required to leave a form of ID (e.g. UBC student card, U-Pass,
Driver’s License) with the front desk before they can obtain keys or take
out equipment.

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2.2.4 Booking and Loaning Equipment
Equipment
A primary function of Help Desk staff is to book and loan out A/V
Equipment. We use Bookings Manager to manage all of our items. Our
equipment is located in various storage rooms, including HA 401A
(primary storage) and HA 301A. Normally, our clientele books and
retrieves items during regular business hours (Monday to Friday – 8:00am-
5:00pm) but in special cases, arrangements outside of these hours may
be made to provide A/V support. Please talk to Peter or Eugene about
these arrangements.

Sauder Learning and Technology Services has the following equipment

available:

Overhead projectors Wireless Presentation Devices

Portable Projection Screens Digital Camera
Document Cameras Video Cameras
Multimedia Units Amplifiers
TV/VCR Carts Audio mixers
Video Camera Carts Wireless microphone systems
DVD players Wireless receivers
VCRs Microphones
Portable CD Players Public address systems
Computer Towers Slide Projector
Monitors Interactive Whiteboard
Laptops Flip charts (with paper)
LCD Projectors (Portable) VGA cables (M-M, M-F, VGA-Audio)
External Floppy Drive Audio cables
External DVD Writer Extension cords

When loaning equipment:

• Ensure that the equipment is inspected thoroughly to ensure all the
equipment is there before giving to the clients
• Ensure that the booking in Bookings Manager is complete, that the
dates and times of the booking are accurate, and most importantly,
that the booking is checked out to show that it is on loan.
• When a client returns an item, Help Desk staff must check to ensure
nothing is missing before dragging out the item from Bookings
Manager.

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Note: If any equipment is lost or damaged, replacement or repair costs
will be the responsibility of the clients.

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2.2.5 Booking External and After-Hours Requests
The Help Desk will be frequently contacted by Sauder faculty and staff
regarding bookings for rooms, equipment, and/or assistance outside of
Sauder’s jurisdiction, meaning specifically outside of the Henry Angus
building, or the secondary teaching facility (currently UCLL and MSRC).

While all possible attempts should be made to accommodate every

request we receive, clients should always be first encouraged to contact
UBC Classroom Services regarding external requests such as these. Most
other buildings have their own instructional resources including classroom
data projectors and computers; as such, those items should be put to use
before booking equipment from our stores, as we are constantly limited
by quantity. Politely remind clients that they should seek to secure those
resources through Classroom Services before we proceed with bookings
from our office. If the client is insistent that our equipment be booked and
used in the external facility, make every attempt to book the appropriate
items for them.

At the time that these requests are made, do not commit to providing
assistance from a technician if such assistance is requested. Ensuring that
there are proper staffing levels in the Henry Angus building and the
secondary teaching facility is our main priority, and any external requests
must have approval from Eugene Lin first before being confirmed with the
client.

The same approval must be received for after-hours requests for

assistance/technical support, including those in the Henry Angus building.

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2.3 Work Orders/Work Requests
Help Desk staff handles work requests from the clients. Requests can
come in the form of phone calls, email requests, or clients approaching
Tech Services in person.

To help the clients as quickly as possible, the Help Desk staff should ask
for the following details when they report a problem, including:
• Client’s Name
• Telephone number
• E-mail address
• Location of the problem
• Full Details about the problem
• Urgency of the problem

Urgency
There are many levels of urgency for a problem/work request. Those that
have to be dealt with IMMEDIATELY are considered Urgent Requests.
Others are considered Non-urgent, and can be dealt with in 1 hr, 2 hrs, 3
hrs, etc. In addition, some can be dealt with at a later time, within 1-2
days, or even a week or more.

The degree of urgency is to be determined by the Help Desk staff. A

thorough understanding of the situation as well as previous experiences
will help to categorize work orders. It may help to consider the following:
• Does it prevent a client from proceeding with immediate work?
• How many people are affected by the problem?
• How complex is the problem?
Once the degree of urgency has been determined, Help Desk staff will
create an online work order in Track-It! All work, regardless of urgency,
MUST be entered into this system.

When clients are enquiring about if a work order/set-up is done, don’t say
“I don’t know” or “I guess so.” Ask for the work order number,
description, or their names, and look it up on Track-It for the status of the
work order.

If the work order has been completed, the technician assigned will put a
note saying that it has been done.

If the work order has not been completed, there will be no note, and so
you can tell the client that it has not been completed yet. In this case,
quickly send a reminder to the technician assigned to complete the work
order as soon as possible.

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2.3.1 Urgent Work Requests
For urgent A/V or Computer work requests, the Help Desk staff must
contact the technicians responsible directly and ensure the requests are
handled immediately.

Look for a technician in HA 402 in the order listed below when there is an
urgent request. If no technicians can be found, start calling technicians in
the same order until you find one that can respond immediately.

All AV work orders first go to Eugene Lin. He will determine the

best course of action and distribute them to the appropriate
student A/V staff.

Contact Ken or Pat ONLY if no technicians are found and cannot

be reached by phone.

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2.3.2 Non-Urgent Work Requests
When the Help desk staff creates a work order, the Track-It! system will
automatically direct the requests to the appropriate technician.

The following table shows the assignments of different Tech Services

problems and requests.

Work Requests Technician (call

order)
A/V
• Equipment Loan/Delivery/Setup 1. Eugene Lin
• Classroom Problems (e.g. software, 2.Peter Watt
vandalism)
• Special Requests (e.g. Photography)
Computer/IT
• Fixing problems 1. Bill Carlson
• Email (Outlook) Issues 2. Anthony Yam
• Printer Support 3. Peter Watt
• Software Installation 4. Jody Labao
Network/Email
• Creation of network login accounts 1. Jody Labao
(e.g.Novell) and Exchange e-mail Accounts 2. Kenneth Wong
(Please have clients include Full Name
Title, Division, Phone #, Office # when
placing a work order)
• Account Configuration
• Network Connectivity Issues
• Spam
PC Lab 1. Jody Labao
2. Peter Watt
Purchasing 1. Peter Watt
• Computers/Electronics 2. Kenneth Wong
3. Pat Darragh
Web
• WebCT changes (if students) Professor
• WebCT changes (if faculty) William Tan
• Web site changes/updates Shirley Irvine
Building
• Workspaces, people, chairs, desks, 1. Bruce Franklin
telephones, etc 2. Linda
• Moving/Construction Issues Tommasini

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2.4 Communications
The Help Desk staff is the front line technical support personnel, dealing
with the clients directly throughout the day. The main tasks in this area
are to communicate with the clients efficiently and effectively and to help
to redirect the clients to the appropriate tech support staff.

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2.4.1 Reception
The Help Desk staff must give help and directions to anyone who
approaches Sauder Learning and Technology Services.

Duties include:
• Greet and welcome anyone who approaches the Office.
• Direct clients to the appropriate tech staff, offices, departments, or
buildings.
• Take general enquiries.
• Take help calls by phone, email, or in person.
• Take and sign for deliveries.
• Ask maintenance workers to sign in and sign out.

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2.4.2 Replying to Emails
Responsibilities include:
• Taking email enquiries.
• Replying to email enquiries.
• Following up on email enquiries.

Help Desk staff is responsible for making appropriate reservations as

requested, using MS Outlook, Bookings Manager, and Track-It!:
• Emails regarding Meeting Room and PC Lab bookings are entered
into MS Outlook
• Key and Equipment bookings are made through Bookings
Manager
• A/V and Computer Support work order emails are entered into
the Track-It! system

General enquiry emails are to be answered promptly. The Help Desk staff
should speak with Peter Watt (IT-related issues) or Eugene Lin (AV-related
issues) for appropriate guidance regarding more complex issues.

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2.4.3 Sending Confirmation Emails
It is very important to ensure that all Sauder Learning and Technology
Services clients receive confirmation emails for any requests and
enquiries made. This is in order to ensure transparency and
comprehensive communication, and allows for the fewest mistakes.

Upon completing a booking request for a Room Booking, a manually

typed confirmation email is to be sent by the Help Desk to the client. This
email should confirm the details of the booking (i.e. time, location, event
name, etc) and will be kept as a record.

Upon completing a booking request for Equipment, the Help Desk should
ensure that the automated confirmation email is sent by Bookings
Manager to the clients.

Work Orders (e.g. for Computer or A/V Support) are sent automatically
to the assigned technician’s cell phone and email account once the work
order is entered into the Track-It! system, as well as to the Help Desk.
Likewise, if the work order is overdue, the system will send out a reminder
to the cell phone and email account of the assigned technician, as well as
to the Help Desk. When the work order is completed and closed by the
technician, a confirmation email will be sent automatically to the client to
show the resolution of the work request.

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2.4.4 Telephone Procedures
With the intention of more efficiently handling phone-enquiries, Sauder
Learning and Technology Services has setup an Extended Call Processing
Tree for the Help Desk’s direct line (604-822-0031). During normal
business hours (Monday to Friday – 8:00am-5:00pm), dialling that number
now directs the caller to an automated menu which prompts the caller to:

• Press “1” in order to hear the Network and System Status Message
• Press “3” in order to reach the Sauder Learning and Technology
Services Help Desk

Outside of normal business hours, the adjusted menu will present the
caller with different options informing the caller that the Help Desk is
closed.

Please be aware that, for technical reasons, outgoing calls from the direct
line (604-822-0031) will appear as “604-827-4484” on recipients’ Caller
ID. In addition to the direct line, the Help desk is also responsible for
maintaining the A/V Support Line (604-822-8398). Please be aware that
neither of these numbers is to be given to anyone under any
circumstances.

Requestors attempting to reach the Learning and Technology

Services Help Desk by phone for any issues should be encouraged
to do so by dialling 604-822-0031 ONLY.

They will then be directed to the proper place via a series of prompts (i.e.
pressing “1” will play a pre-recorded network status message, while
pressing “3” will take the caller directly to the Help Desk”.

Morning Message Checks

The A/V Support Line (604-822-8398) is forwarded to the Angus A/V
mobile phone (604-657-5007) every night at 5:00pm. An important task
for the Help Desk student opening the next morning is to remove call-
forwarding from the A/V Support Line and then to check the A/V mobile
phone for new voice messages. To do so:

1. Press and hold the number “1” on the Angus A/V mobile phone (this
shortcut will dial Voicemail)
2. Enter the password—“1234”
3. Follow the prompts to listen to and delete the message.

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Help Desk staff must also check for messages on both desk phones.
Record any vital information from overnight voice messages left on any of
these phones, and take the necessary steps to resolve them.

25
Changing the Network and Systems Status Message
The Network and Systems Status message that one hears by pressing ‘1’
after dialling 604-822-0031 will be used to inform our clients of any
‘technology’ related problems affecting users throughout the building,
such as a disruption to network connectivity. Help Desk staff must update
this status message during such instances by following the steps below.

Step 1. Delete the existing status message

a. Dial 2.2525
b. Press *
c. Enter 90106 as the mailbox number
d. Enter 12356 as the mailbox password
e. Press #
f. Press 1 to listen to the current message: “All network systems
are functioning and there are no known problems”
(Note: You can press 3 to fast-forward to the end of the
message)
g. Press 7 to delete the message
h. Press * to exit the mailbox
i. Hang up the phone

Step 2. Record a new status message

a. Dial 2.2525
b. Enter the password
c. Press 2 to send a message
d. Record the new status message outlining the problem, expected
resolution time and what users can do to if they have further
questions or concerns.
e. Press # when you have finished recording
(Note: You may press * at any time while recording the message
to start over)
f. Enter 90106 as the destination mailbox
(Note: This is the mailbox that will store the status message for
playback)
g. Press # to send this message to the mailbox
h. Press * to exit the mailbox, as there are no further destinations to
send this message to
i. Hang up the phone.

Step 3. Listen to the new status message

a. Dial 2.0031.
b. Press 1 to listen to the new status message
(Note: Repeat steps 1 and 2 if the status message does not
sound “right”)
c. Hang up the phone

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When the issue has been resolved, the status message will need to be
reset back to the following default message by repeating Steps 1, 2 and 3

“All network systems are functioning and there are no

known problems”.

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2.5 Purchasing
Sauder Learning and Technology Services Centre is responsible for
purchasing new hardware, software, other equipment and licenses for all
faculty and staff at the Sauder School of Business.

The IT Help Desk Technician (Peter Watt) is responsible for this. He will:
• Answer enquiries from clients
• Obtain quotes for the clients
• Collect/determine product requirements
o (i.e. hardware peripherals that the clients want – e.g. digital
camera, PDAs, memory stick, external hard-drives, printers,
etc)
• Determine the system configuration
o (i.e. programs/applications that the clients want to run in the
new system,
• Provide recommendations and suggestions
o (providing a combination of sample standard machines with
possible modifications and options, or providing more specific
recommendations after detailed research and investigation)
• Finalize the purchase requests with the clients
• Fill in the purchase requisition forms for the clients
• Send the purchase order to the vendors
• Follow up the purchase on behalf of the clients
• Notify and update clients
• Accept and sign purchase deliveries
• Contact the clients and deliver the machines to their offices
• File invoices and warranty

Please note that ONLY the Client and Computing Support Manager (Ken
Wong), the Senior IT Technician (Jody Labao) and the IT Help Desk
Technician (Peter Watt) are allowed to handle the purchasing of computers
and related equipment and software. Other IT Technicians should forward
all purchasing requests to Ken, Jody or Peter to avoid confusion in the
system. If they are unavailable to handle purchasing requests, the other
technicians should:
• Record all the necessary information from the clients and get one of
the responsible personnel to contact the clients later on to follow
up.
• Kindly advise the clients to contact (by phone or email) them at a
later time

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Help Desk staff may be required to fill in the Purchase Order Forms for the
purchasing personnel, or make phone calls to vendors on behalf of them.
However, they are not expected to give specific recommendations on
purchases.

In the near future, a purchase website is to be created, so that clients can

enter their purchase requests online.

Simple/Standard Purchases:
For clients who already know what they want to order as well as those
who only require a standard system, the Help Desk can simply ask the
clients for their Speed Chart and then fill in the specific purchase forms
(e.g. Purchase Requisition Form for Outside Vendors, Electronic Blanket
Purchase Order Form, and UBC Purchase Form) for the clients.

Complicated Purchases (with Counseling):

For clients who require technical advice or recommendations on what to
purchase, the Help Desk can forward their enquiries to Peter, Ken or Pat.

Purchases above $10,000 (Bid for Tender):

For all purchases above $10,000, the IT and Operations Manager or the
Senior IT Manager must approve the purchase before the Purchase Order
Form is sent to the vendor.

Some typical vendors used by Sauder Learning and Technology Services

are:
• UBC Bookstore
• UBC IT Services (for software licenses)
• Insight
• IBM/Lenovo
• Varsity
• Dell
• AE Electronics
• TLD
• London Drugs

Once the Purchase Order has been sent to the vendor, a confirmation
email must be sent to the client, notifying them of the order and the
expected wait time. The Help Desk should be ready to reply to any
enquiries regarding the purchases.

New system configurations

Once the deliveries have arrived, the Help Desk staff should check, accept
and sign for the deliveries. They then go to Peter Watt or are placed in HA
401A on the storage shelf.

29
Help Desk staff can also create a Track-It! work order for a computer
technician to configure the new system as requested by the clients. The
Computer Support Technician will then confirm specific configuration
details with the client, such as:
• data transfer requirements (i.e. moving data from old system to
new system)
• software or application configuration and settings
• Hardware peripheral setup.
The IT Computer Support Technician should update the Inventory section
of the Track-It! system, contact the clients to notify them of delivery, and
then deliver the new system to the client’s office.

30
2.6 Closing Office
The Help Desk staff must close the Learning and Technology Services
office every day (essentially in reverse order from how it was opened)

Every evening at 5:00pm, the Help Desk Staff should:

• Print a comprehensive list of equipment bookings from Bookings
Manager for the next morning’s Help Desk staff
• Forward phones to the appropriate numbers:
o Forward 604-822-8398 to 604-657-5007 (the Angus A/V
Mobile phone)
o DO NOT forward 604-822-0031
• Enable auto-reply in Outlook
• Tidy up the Help Desk and A/V Room (HA 402K)
• Turn off the LCD TV
• Check that there are any pencils, envelopes, keys etc in the drop-off
slot
• Place HA 401A and HA 301A keys in Peter’s desk (top drawer), lock
it using Peter’s spare desk key, and replace the key where you
found it

31
3.0 Other Tasks
Other miscellaneous tasks to be carried out by the Help Desk staff are
fully described in this section.

32
3.1 Printing Schedules
Every Monday, the Help Desk staff is responsible for printing Classroom
Schedules (from the Internet) and PC Lab schedules (from Outlook) for the
coming week. A total of five copies are needed:
• one for the Help Desk staff
• one for A/V staff (give this to Eugene Lin)
• two for the PC Lab staff (they will post the schedules in the labs and
keep a copy)
• one for the Administration Manager (Linda Tommasini)
If there are any changes (especially for the PC Lab), reprint the
appropriate schedule and give it to the PC Lab Staff for reposting.

33
3.2 Organizing Paper Forms
The Help Desk is to review the paper forms (e.g. Bookings Request Forms,
AV/IT Help Request Forms, etc) collected in the previous month. They
should ensure that all the requests have been properly handled and have
been entered into the various systems as required. Once everything has
been confirmed, the paper forms can be discarded.

34
3.3 Sending Equipment for Repair
The IT Help Desk Technician will periodically send equipment out for repair
or return. He/she will collect the warranty information and then contact
the appropriate vendor. The appropriate forms should be filled out
according to vendor/shipper instructions.

35
3.4 Tracking Equipment
Because of the large amount of equipment we have, Sauder Learning and
Technology Services is also often a target for thieves and vandalism. The
Help Desk is responsible for keeping track of all the equipment at all
times. This includes where the equipment is stored and the equipment’s
condition. If anything is missing, it MUST be reported IMMEDIATELY.
Likewise, if there is a shortage or particular problem with any item, it
must also be reported IMMEDIATELY. Bookings Manager must be
updated accordingly to reflect changing equipment inventories (i.e. new
acquisitions, replacements, and items taken out of service)

36
3.5 Signing for Deliveries
The Help Desk staff should accept and sign for deliveries upon arrival at
Sauder Learning and Technology Services. Typically deliveries come from
the UBC Bookstore, computer vendors, couriers etc. Proper filing of the
invoices and warranty information should be done by the Help Desk for
record purposes.

Note: If we are accepting deliveries from PowerScore or other vendors

whose products will only be held but not used by either our office or
Sauder faculty/staff, ensure that the vendor is paying for all costs, such as
the cost of delivery from the courier and any duties (to UBC customs) that
would be paid for overseas deliveries.

37
3.6 Contacting Overdue Bookings
The Help Desk is required to check from time to time to ensure that there
are no outstanding bookings. Otherwise, clients must be contacted
accordingly (this often requires a bit of searching through records for
contact information, etc). If the CUS is involved, call the current CUS
booking representatives (normally the VP Internal, but the Director of
Internal Affairs is authorized as well).

VP Internal (2009-2010) Director of Internal Affairs

(2009-2010)
Connor McGauley Alice Huang

38
3.7 Checking Equipment
Every week the Help Desk should be manually checking the equipment in
HA 401A. This is to ensure that clients are not inadvertently given
incomplete sets of equipment and to heighten our loss prevention efforts.
Checking equipment includes going through each bagged item
(specifically laptops, data projectors, wireless microphone sets, document
cameras, video cameras, the digital camera, Keyspan wireless mice, and
Lightspeed speaker systems) and verifying that all the pieces listed on its
tag are included and properly placed within the bag/case.

Equipment checks are to be done every Wednesday morning, whenever

the level of busyness allows.

39
3.8 Installing Novell Client for Windows XP
1. Prior to beginning installation, please collect the following
information:
a. The Windows username you wish to login with, and
b. The password associated with the username
2. Insert the Novell Client CD into your computer’s CD drive.
3. Once inserted, go to My Computer by double-clicking the “My
Computer” icon on the desktop, or by going to the “Start” menu
and selecting “My Computer”
4. Look for your CD drive with the label “090305_1022” and the
picture of a CD above it. It should look something like this:

5. D ouble
click on the icon. You will see a number of files and folders on the
CD. Look for the following icon and double-click on it:

6. The setup will begin to load at this point. Once it begins, a dialog
box will appear (such as the one below). Click “Yes” to continue.

40
7. Another dialog box will appear. Make sure you have “typical
install” selected and then press “next” to continue. Novell will
begin to install.
8. Once completed, another dialog box will appear with two options:
“Reboot” and “Close”. If you have all of your work on other
programs saved, or have no other programs open, you may click
“reboot” to restart your computer.
a. If you do not have your information saved on other programs,
click “close” and proceed to save your work. Afterwards,
press the “start” button on the desktop, and press
“shutdown,” and then “restart.”
9. Once the computer has restarted, the Novell login screen will
appear. Check the box that says “Workstation Only” and enter
you Windows login information.
10. At this point you should be see your desktop. If you look in the
bottom right corner of you screen where the taskbar is, you should
see a red “N”. It should look something like this:

11. Right click on this red “N” and select “Novell Client Properties”
(It should be at the very bottom of all the options available)
12. When the dialog box appears, click on the tab called “Client” and
enter the following information:
a. First Network Drive: Select the highest letter that has nothing
assigned to it (usually E or F)
b. Preferred Server: Enter “ubc_comm”
c. Preferred Tree: Enter “commerce_tree1”
d. Leave everything else the same
13.When you are done, it should look something like this:

41
14.When you are finished, restart you computer. A dialog box may
appear asking to do this.
15.When you come back to the Novell login screen, enter your login
information. You should now be connected to the Novell network.

42
3.9 Installing Novell Client for Windows
Vista/Window 7

1. Prior to beginning installation, please collect the following

information:
a. The Windows username you wish to login with, and
b. The password associated with the username
2. Insert the Novell Client CD into your computer’s CD drive.
3. Once inserted, go to your local drives by double-clicking the
“Computer” icon on the desktop, or by clicking on the Windows
Icon in the bottom right corner of your screen and selecting
“Computer”
4. Look for your CD drive with the picture of a CD above it. It should
look something like this:

5. Double click on the icon. You will see a number of files and folders
on the CD. Look for the following icon and double-click on it:

6. The setup will begin to load at this point. Once it begins, a security
dialog box may appear. If so, click “Yes” to continue. If any security
dialog boxes arise during the installation, also press “Yes.” After
this, a start-up dialog box will appear, such as the one below:

43
7. Select “Select this line to Install English” and then press next.
8. The Novell license agreement will show next. Select the checkbox
on the lower right corner and the then press next to continue.
9. Another dialog box will appear. Make sure you have “express
installation” selected and then press “next” to continue. Novell
will begin to install. A series of screens will flash on screen. This is
normal and no action is required.
10. Once completed, another dialog box will appear with two options:
“Reboot” and “Close”. If you have all of your work on other
programs saved, or have no other programs open, you may click
“reboot” to restart your computer.
a. If you do not have your information saved on other programs,
click “close” and proceed to save your work. Afterwards,
press the Windows button on the desktop, and press the arrow
key next to the “shutdown” button and then press “restart.”
11. Once the computer has restarted, the Windows login screen will
appear. The Novell login is integrated with the Windows login
screen. Click “Computer Login Only” and enter you Windows login
information.
12. At this point you should be see your desktop. If you look in the
bottom right corner of you screen where the taskbar is, you should
see a red “N”. It should look something like this:

13. Right click on this red “N” and select “Novell Client Properties”
(It should be at the very bottom of all the options available). A
security dialog box may appear. If so, click “Yes” to continue.
14. When the dialog box appears, click on the tab called “System
Login Profiles.” Click on the profile “default” and then click
“properties.” Enter the following information:
a. Server: Enter “ubc_comm”
b. Tree: Enter “commerce_tree1”
c. Leave everything else the same
15.When you are done, it should look something like this:

44
16.When you are finished, restart you computer. A dialog box may
appear asking to do this.
17. When you come back to the Windows login screen, click on “Novel
Login” (if it is present) and enter your login information. You should
now be connected to the Novell network.

45
4.0 Rentals
When someone would like to rent equipment, email/tell them the rates,
and cc: Eugene. DO NOT confirm any bookings over the phone before
contacting Eugene.

46
5.0 Student Services
The Help Desk is also responsible for student IT issues. However, whereas
PhD students can get technicians to fix computers, MBAs and
Undergraduates should be referred elsewhere if their problems cannot be
fixed within 10-15 minutes.

47
6.0 Rooms

48
6.1 Classrooms

49
6.2 Meeting Rooms

50
7.0 Couriers
Help Desk staff will be expected to contact couriers (e.g. NOVEX,
Purolator, etc) to pick up items from HA 402, at the request of Peter or
other Sauder Learning and Technology Services staff.

To do so:
• Call the courier dispatch
• Give our account number
• Describe item being picked up
• Answer any questions the courier company might have

For specific courier information, including account numbers, etc, please

see the following pages.

51
 APPENDIX 1:

GENERAL INFORMATION

52
 Contacts/Office Hours:
Normal Support Hours
Monday to Friday – 8:00am-5:00pm

Extended Support Hours

Monday to Friday – 5:00pm-10:00pm

Special arrangements may be made outside of these hours.

Technical support during extended support hours is available by telephone

or in person.
As the office may close at times, the best way to contact support is by
telephone.

AV/Classroom Support
604 822 8398

Computer Support
604 822 0031

E-mail
help@sauder.ubc.ca

53
 Learning and Technology Services General
Information
LTS supports the various academic and research activities of the Sauder
School of Business.

Organizational Chart

Vivian Forssman
DIRECTOR OF
LEARNING AND
TECHNOLOGY
SERVICES

Kenneth Wong Rob Peregoodoff Pat Darragh

Shirley Irvine MANGER, CLIENT AND MANAGER, LEARNING
MANAGER,
WEB DEVELOPER APPLICATIONS AND
COMPUTING SUPPORT SERVICES
SYSTEMS

Jody Labao Eugene Lin

SENIOR IT
AV TECHNICIAN
TECHNICIAN

Peter Watt
IT TECHNICIAN/
PURCASHER
AV STUDENTS

HELP DESK
STUDENTS (THAT’S
YOU!!)

54
 List of Services
I. Computer Support
a. Front-line troubleshooting
b. PC configuration & setup
c. Hardware support
d. Software Support
1. Troubleshooting
2. Te-installation
3. OS Upgrade
e. Anti-virus support
f. Software functionalities support (Acrobat, Office, WordPerfect,
Photoshop, etc)
g. PC and Printer tracking
h. Product Research
II. Web Services
a. Web Design
b. Web content maintenance/adjustment
III. Computer Lab Support (PhD Lab, MSRC, 427, DL 208)
a. Setup
b. Troubleshooting and maintenance
c. Scanning Services
d. Student Network Accounts Retrieval Service
IV. Help Desk Support
a. Help Desk Helpline
b. Purchasing
c. Managing Equipment/Meeting Room Bookings
d. Classroom Services
e. Classroom Checks
f. A/V equipment checks
V. A/V Services
a. Event/Seminar setup/takedown
b. A/V Equipment Tracking, Purchasing
c. A/V Equipment Maintenance and Troubleshooting
d. Photography Support
e. Scanning, file conversion, uploading, archiving
f. Special project (e.g. teacher evaluation survey
g. Movie Support
1. Editing, format conversion and archiving
2. CCTV Support
VI. Other Services
a. Design brochures
VII.Network Services
a. LAN Management & Strategic Development
b. LAN Maintenance

55
c. System backup and recovery
d. Servers and System maintenance
e. Network accounts
1. Creating
2. Email Support
3. Configuring
f. Email Support
g. Shared resources maintenance (network printers, network space,
shared drives)
h. Network securities - anti-virus, firewall, data protection and file
sharing, email filtering, secured password-protected network
i. Capacity Management
j. Programming/ developing software tools
k. Network Purchasing
l. Network Research
m. Ongoing projects
1. Rewiring
2. Hardware and software platform maintenance

56
 General Support Information
Help Desk
Help Desk provides front line support and assistance for the following
activities:
• Computer/Hardware/Software Support
• Classroom/Instructional Support
• Network and Web Service Support
• Room and Equipment Bookings; Key distribution
• A/V and Event Support
• Emergency Support

Software Support
• Reporting a Computer Problem
• E-mail Support (Outlook)
• How to perform Windows updates
• Establish a VPN Connection for Windows XP
• Anti-Virus Licensing Information
• Perform a manual scan for viruses
• Patches for the W32/LOVSAN Worm

Instructional Support (WebCT)

The Sauder School of Business uses WebCT for the management of its
courses.
Visit WebCT@Sauder for more information, or e-mail: webct@sauder.ubc.ca

Network Support
Services Status
Main Novell Server Fully Operational
PC Labs: Fully Operational
• Main Lab (MSRC)
• Auxiliary Lab (HA 427)
• David Lam Library (DL 208)
• Ph.D. Lab (HA 408F)
E-Mail Fully Operational
Web Servers: Fully Operational
• www.sauder.ubc.ca
• ebusiness.sauder.ubc.ca
• www.isr.sauder.ubc.ca
• www.proprograms.ubc.ca
• www.realestate.ubc.ca
• www.cus.sauder.ubc.ca

57
 PC Lab Information
Main Computer Lab
Location: MSRC
Tel.: (604) 822-8417
Hours:
• Monday to-Friday – 8:00am-10:00pm
• Saturday, Sunday, Holidays –8:00am-6:00pm
Equipment:
• 30 Pentium IV Core 2 Duo 2.33 GHz Systems (MSRC 2)
• 20 Pentium IV 2.4 GHz Systems (MSRC 1)
• 10 Pentium IV 1.6 GHz Systems (MSRC 1)
Restrictions:
The lab is only available to individuals taking a Sauder School of
Business course

Auxiliary Computer Lab

Location: HA 427
Tel.: (604) 822-8417
Hours:
• Monday to Friday – 8:00am-10:00pm
• Saturday, Sunday, Holidays – 8:00am-6:00pm
Equipment:
• 16 Pentium IV 2.8 GHz systems
Restrictions:
The facility is only available to individuals taking a Sauder School of
Business course, and may be closed due to lack of overall facility
demand.

David Lam Computer Lab

Location: DL 208
Tel.: (604) 822-8417
Hours:
• Monday to Thursday – 8:00am-10:00pm
• Friday – 8:00am-7:00pm
• Saturday and Sunday – 12:00pm–5:00pm
Equipment:
• 9 Pentium IV Core 2 Duo 2.66 GHz systems
Restrictions:

58
The facility is only available to individuals taking a Sauder School of
Business course or a seminar given by the David Lam library staff.

PhD Computer Lab

Location: HA 408E
Hours: Daily – 7am-11pm
Equipment:
• six Pentium III 450 MHz systems
• six Pentium III 600 MHz systems
• two postscript printers
• one scanner
Restrictions:
The facility is only available to current PhD students in the Sauder
School of Business.

59
 Detailed Room Information*
*This information may not be correct due to the renovations of Henry
Angus

Capacit Restricted
Room Room Style
y Access?
31 62 No Lecture
33 60 No Lecture
3B 25 Yes Laboratory
3G 7 Yes Laboratory
3H 7 Yes Laboratory
104 292 No Lecture
109 50 Yes Meeting
110 292 No Lecture
12A 1 Yes Laboratory
12B 1 Yes Laboratory
204 15 Yes Meeting
204C 8 Yes Meeting
210 72 No Lecture
213 48 No Lecture
213A 0 Yes Storage
214 30 No Lecture
215 46 No Lecture
223 47 No Lecture
225 47 No Lecture
226 70 No Lecture
228 16 No Seminar
301A 0 Yes Storage
304A 0 Yes Storage
307 50 No Lecture
308 60 No Lecture
309 50 No Lecture
310 30 No Lecture
312 30 No Lecture
321 100 No Lecture
325 47 No Lecture
326 70 No Lecture

60
327 16 No Meeting
328 19 No Seminar
401A 0 Yes Storage
402B 10 Yes Meeting
404 20 Yes Lounge
407 20 Yes PC Lab
407C 6 No PC Lab
409 30 No PC Lab
412 22 No Lecture
413 50 No Lecture
415 51 No Lecture
417 44 No Lecture
421 50 No Seminar
423 20 Yes Meeting
423A 20 Yes Meeting
425 80 No Lecture
426 52 No Lecture
427 16 No PC Lab
428 17 No Seminar
407C 12 Yes Laboratory

61