Call Center & Campus Operator

Service Catalog for Call Center and Campus Operator:

Call Center & Campus Operator Service Hours

 Desktop Support

• Provides faculty and staff with basic computer support relating to programs installed on their office computers.
• Troubleshoots hardware issues on office computers.
• Assists faculty or staff with office printers, both local and network.
  • Downloading and installing drivers for printers.
  • Connecting to office/network printers.
  • Troubleshooting printing issues and errors.
• Assists faculty and staff with campus issued devices such as laptops, smart phones, and tablets.
  • Configuring wireless connections.
  • How to VPN.
  • Setting up campus email.
  • Virus scan & OS updates.
• Assists faculty and staff with K drive.
  • Mapping K drive on office computer.
  • Troubleshooting connection issues.
  • Adding users to the shared folder.

Campus Email

Faculty & Staff

• Troubleshoots issues related to the various campus used mail clients (Outlook, Entourage, etc.).
• Provides general support on how to use the features of the campus mail clients.
• Assists with campus email setup for smart phones, laptops, home computers.

Students

• Troubleshoots issues related to setting up Titan Apps (Google) email for the first time.
• Provides general support on how to use the features of Titan Apps.
• Assists with Titan Apps email setup for smart phones, laptops, home computers.

Password Reset

Note: At CSUF, the email password is the same one that is used to log in to on-campus computers. They are not separate. If the email password has been changed, then users will have to use the same password to login to on-campus computers.

 Faculty & Staff

• Resets campus email/computer password per requests received from Department IT Coordinators (DITCs).
• Faculty & Staff can also send an email to Helpdesk@fullerton.edu to request a password reset.
• Can walk-in to ATC for in-person services (must present photo ID).

 Students

• Resets Titan Apps password if:
  • The student is unable to answer his/her security questions from the Forgot Password option.
  • The student is newly admitted and does not remember or have his/her PIN.
• Students will need to provide their Campus Wide ID (CWID), last 4 of SSN, & date of birth to verify identity.
• Can walk-in to TitanCard (Pollak Library South, 1^st floor) for in-person services (must present photo ID).

Learning Management System

Faculty

• Assists with general questions related to TITANium features.
• Troubleshoots login, enrollment, & quizzes issues.
• Deleting/Hiding old courses.
• Questions regarding profile setup, courses, resources, & communities in TITANium.

Students

• Assists with general questions related to TITANium features.
• Troubleshoots login, enrollment & quizzes issues.
• Assists with browser plug-ins needed for LMS.

Enterprise Resource Planning (ERP also referred to as CMS)

Faculty & Staff

• Assists with general questions related to Titan Online navigation, e.g. Employee Self Service, Faculty Center, Human Resources, FileNet, etc.
• Troubleshoots login or missing pagelets issues.

Students

• Assists with Titan Online navigation and information questions including:
  • How to find financial aid award.
  • First-time student admission status.
  • Student fees.
  • 1098T tax navigation.
  • Unofficial transcripts.
• Troubleshoots login issues.

Portal

Faculty & Staff

• Assists with general questions related to Portal navigation.
• Troubleshoots login issues or missing tabs.

Students

• Assists with general questions related to Portal navigation.
• Assists with first-time users login questions.
• Troubleshoots logins issues and missing tabs.

Software Installation & Requests

• Assists faculty and staff with installing campus approved software located on ADSelect & Apple Server.
  • ADSelect: is for most, if not all campus used software for PC.
  • Apple Server: is for most, if not all campus used software for Mac OS.
• Assists faculty and staff with questions regarding at-home-use software.
• Assists faculty, staff, & students with questions regarding Adobe CS Design & Web and Master Collection applications.

Network

Faculty & Staff

• Assists with wireless configurations of smart phones/laptops.
• Troubleshoots network issues with office computers.
• Submits requests for data jack activation in offices.

Students

• Assists with wireless configurations of smart phones/laptops.
• Submits requests for data jack activation in dorms.

Virtual Private Network (VPN)

• Assists faculty & staff with questions regarding VPN access.
• Troubleshoots login issues.
• Troubleshoots Remote Desktop issues using VPN.

Academic Classroom Technology

• Assists faculty with troubleshooting technical issues in smart classrooms.

• Provide faculty & staff support in setting up Telephone Conference Bridge lines.
• Assist faculty & staff with any questions they may have related the telephone features such as call forwarding, voicemail, etc.
• Report telephone repairs sent to the Telephone Help Line ext. 4357.

Campus Directory

• Responsible for maintaining, designing and distributing the Campus Telephone Directory.
• Responsible for maintaining and distributing the Campus Services Directory.

Managing Forms

• Maintaining the data entry for IT Request Forms (ITRFs), Fax Seniors and IT clearance forms.

Managing Phone Lines

• Responsible for recording Campus Information and Emergency closure lines.