{"id":54787,"date":"2016-12-15T22:01:27","date_gmt":"2016-12-15T22:01:27","guid":{"rendered":"https:\/\/ecampus.usg.edu\/kbase\/?p=54787"},"modified":"2017-03-15T13:47:21","modified_gmt":"2017-03-15T13:47:21","slug":"help-desk-sop","status":"publish","type":"post","link":"https:\/\/ecampus.usg.edu\/kbase\/help-desk-sop\/","title":{"rendered":"Helpdesk SOP"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column width=&#8221;1\/1&#8243;][vc_empty_space empty_h=&#8221;1&#8243;][\/vc_column][\/vc_row][vc_row][vc_column column_width_percent=&#8221;100&#8243; back_color=&#8221;color-lxmt&#8221; overlay_alpha=&#8221;50&#8243; gutter_size=&#8221;3&#8243; medium_width=&#8221;0&#8243; shift_x=&#8221;0&#8243; shift_y=&#8221;0&#8243; z_index=&#8221;0&#8243; width=&#8221;1\/2&#8243;][uncode_list larger=&#8221;yes&#8221; icon=&#8221;fa fa-angle-right&#8221;]<\/p>\n<ul>\n<li><a href=\"https:\/\/sites.google.com\/a\/westga.edu\/ecore-call-center-training\/phones\/phone-etiquette\">Phone Etiquette<\/a><\/li>\n<li><a href=\"https:\/\/docs.google.com\/document\/d\/1AvecDvol_C72tarl9KN_N5ZDRjlGDDkWL7GGRqq6aA8\/edit\">Chat Procedures \/ Etiquette<\/a><\/li>\n<li><a href=\"https:\/\/docs.google.com\/a\/westga.edu\/document\/d\/1DoSZn7C1iysjFu2h0Z1Wh7MpTbY5B7JvKIQNQ8hHX5w\/edit\">Numara Entry<\/a>\n<ul>\n<li>Numara is the system the Helpdesk uses to log all calls, including hang-up and transfer calls.<\/li>\n<\/ul>\n<\/li>\n<li><a href=\"https:\/\/www.westga.edu\/police\/assets-police\/docs\/ferpa.pdf\">FERPA<\/a>\/HIPPA<\/li>\n<\/ul>\n<p>[\/uncode_list][\/vc_column][vc_column column_width_percent=&#8221;100&#8243; back_color=&#8221;color-lxmt&#8221; overlay_alpha=&#8221;50&#8243; gutter_size=&#8221;3&#8243; medium_width=&#8221;0&#8243; shift_x=&#8221;0&#8243; shift_y=&#8221;0&#8243; z_index=&#8221;0&#8243; width=&#8221;1\/2&#8243;][uncode_list larger=&#8221;yes&#8221; icon=&#8221;fa fa-angle-right&#8221;]<\/p>\n<ul>\n<li><a href=\"https:\/\/docs.google.com\/document\/d\/1nTiqFpnVliN3KCt7BQJTEp6R-V4dONZJSlI3dCnUqa0\/edit#heading=h.mz3cc7ros6tq\">eCore CI Contact by Course<\/a><\/li>\n<li><a href=\"https:\/\/docs.google.com\/a\/westga.edu\/file\/d\/0BzEQOjAxf8dtS2doeUNEMk5QbU0\/edit\">Success Team Handbook<\/a><\/li>\n<li><a href=\"https:\/\/docs.google.com\/a\/westga.edu\/file\/d\/0BzEQOjAxf8dtcGlpSjhQaVpKbm8\/edit\">New Hire Checklist<\/a><\/li>\n<li>USG\u00a0<a href=\"https:\/\/sites.google.com\/a\/westga.edu\/ecore-call-center-training\/home\">eCampus Helpdesk Training guide<\/a><\/li>\n<\/ul>\n<p>[\/uncode_list][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/1&#8243;][vc_empty_space empty_h=&#8221;1&#8243;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column width=&#8221;1\/1&#8243;][vc_empty_space empty_h=&#8221;1&#8243;][\/vc_column][\/vc_row][vc_row][vc_column column_width_percent=&#8221;100&#8243; back_color=&#8221;color-lxmt&#8221; overlay_alpha=&#8221;50&#8243; gutter_size=&#8221;3&#8243; medium_width=&#8221;0&#8243; shift_x=&#8221;0&#8243; shift_y=&#8221;0&#8243; z_index=&#8221;0&#8243; width=&#8221;1\/2&#8243;][uncode_list larger=&#8221;yes&#8221; icon=&#8221;fa fa-angle-right&#8221;] Phone Etiquette Chat Procedures \/ [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":54943,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[57],"tags":[],"class_list":["post-54787","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-help-desk"],"_links":{"self":[{"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/posts\/54787","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/comments?post=54787"}],"version-history":[{"count":21,"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/posts\/54787\/revisions"}],"predecessor-version":[{"id":56063,"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/posts\/54787\/revisions\/56063"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/media\/54943"}],"wp:attachment":[{"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/media?parent=54787"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/categories?post=54787"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/ecampus.usg.edu\/kbase\/wp-json\/wp\/v2\/tags?post=54787"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}