Applying Course Knowledge

I’ve learned how to sharpen my customer service skills. At the IT help desk, we have a diversity group of users that we associate with their problems. When working with users of different ages, ethnicities, roles, etc. It gave me an insight on how to handle different situations. When it comes to someone older, I may have to speak slower or be more patience. Someone from a different ethnicity, they made have an accent, which will lead me to actively listen to their problem to make sure they are helped. This would relate to the world of work by having this experience, I will be prepared to help or assist any type of user when in a future job or career. 

I’ve learned many different concepts through in course text. When it comes to this course, it prepares you to enter the real world of work. This course is focused on applying the information you learned to the real world internship you have completed. Taking everything you learned in your internship and putting it into a well-structured paper is what this course requires.  

There are some concepts from the course that applied in the practice of my job. Concepts of password complexities and Multi-factor authentication(MFA). The most common tasks we do are the desk is ‘Admin password reset’ and ‘Duo reactivation’. Duo is a third-party app that people use to get into their accounts and access ODU services. When someone gets a new phone, they will have to re-activate the app by following certain steps. Admin password reset is when a user needs assistance to reset their password by contacting the help desk. These are some concepts that are commonly used at the help desk. 

Skill Development

I learned how to use a ticketing system for incidents. The tickets are where we write the information we learn about from the users. Also, the primary way of communication between the user and the Information Technology Services department. When making these incidents, there are some that reoccur many times, so we use templates. In my time at the help desk, there are some situations that don’t have templates, so the below is an example of a template I made for incidents I encounter a lot. The incident is when alums that graduate try to find their storage from when they were in school. After about a year, ODU deletes everything. Some alums know that fact, others don’t, so that is what the template I created is for. At the end of the page, you can the template I created in our ticketing system ServiceNow. 

Personal Development

One of the most important things I learned during this internship experience was that everyone is just a human being. I was so nervous when I first joined the staff and was being trained. The two other colleagues I was training with became the first people that made me realize it’s ok to not be too serious at work. My supervisor was very open about how the office environment is. He was very accommodating to my situation of having another job along with the internship. He understood that I had other responsibilities other than the job and is always open to work something out with me. I enjoy walking into the office because I know it will not be a boring day with no conversation. We praise each other when someone does something well, and we help each other when needed. The internship has showed me that it’s ok to not be serious all the time, and it’s ok to laugh and have conversations with colleagues as long as the work is going done at the end of the shift.