Profile

CommunityPlatform_1350x900.jpg

Robin Kincaid

Edit My Profile

My Content

1 to 20 of 50+ total

RE: MFA for Students

Posted By Robin Kincaid 04-01-2024 05:44:57 AM
Found In Egroup: IT Support Services \ view thread
Good Morning We implemented Duo in July, 2018. We rolled out to IT first and then anyone that wanted to volunteer to enroll. After that we opened it up for everyone as being required. We did mass amounts of communication. As of Fall 2019, it was required for all incoming students. I also had ...

RE: Recommended Remote software for desktop support

Posted By Robin Kincaid 03-13-2024 08:55:17 AM
Found In Egroup: IT Support Services \ view thread
We also use Bomgar and have for many years. ------------------------------ Robin Kincaid Director Rowan University kincaid@rowan.edu ------------------------------

RE: SMS Texting

Posted By Robin Kincaid 02-13-2024 05:36:54 AM
Found In Egroup: IT Communications \ view thread
Good Morning We use Ocelot for our two way texting as well as live chat and chat bot. I implemented Ocelot (we call her Ask Susan) about 3 years ago and the usage has continued to grow. I just added three more departments to the two-way texting feature. https://ocelotbot.com/features/text-campaigns/ ...

Students with no first or last name

Posted By Robin Kincaid 02-07-2024 09:00:00 AM
Found In Egroup: IT Support Services \ view thread
Good Morning I'm curious how your institutions are provisioning students, international or not, that have no first name or last name. We are looking to implement a policy/standard around how students in this scenario are provisioned, taking into account Terra Dotta and Sevis for the international ...

RE: IT Comm Team Structure, Training Inquiry

Posted By Robin Kincaid 02-06-2024 05:49:49 AM
Found In Egroup: IT Communications \ view thread
Good Morning Jennifer Our IT Communications team is one full time employee and one student worker. I am the back-up for the full time employee. Similar to Al, the Communications team handles: email announcements (i.e., major service changes, additions, etc.) e-newsletters (for IT staff and/or ...

RE: IT Professionals Week

Posted By Robin Kincaid 01-31-2024 05:58:22 AM
Found In Egroup: IT Communications \ view thread
Good Morning There is an IT Professionals Day in September: https://nationaltoday.com/national-it-professionals-day/ My team is a tier 1 team so we celebrate National Customer Service week internally within the team each year. That is October 7 – 11. There are a bunch of websites that give ideas ...

Passwords and locked accounts

Posted By Robin Kincaid 01-23-2024 11:07:00 AM
Found In Egroup: User Experience and Service Design Practice \ view thread
Cross posted...... Good Afternoon I am curious how other IT organization troubleshoot locked accounts. We are an A5 institution using Microsoft Defender for Identify but also have other legacy technologies that makes is difficult to locate where the lock is coming from. We also use proxy accounts ...

Passwords and locked accounts

Posted By Robin Kincaid 01-23-2024 11:05:00 AM
Found In Egroup: IT Support Services \ view thread
Good Afternoon I am curious how other IT organization troubleshoot locked accounts. We are an A5 institution using Microsoft Defender for Identify but also have other legacy technologies that makes is difficult to locate where the lock is coming from. We also use proxy accounts to change passwords. ...

RE: Identity Verification Policy/Document/Requirements

Posted By Robin Kincaid 01-19-2024 02:15:05 PM
Found In Egroup: IT Support Services \ view thread
Good Afternoon We use duo two factor authentication so if the customer has the Duo app installed, we can use the Duo push to verify them. If they do not have the Duo app installed, we verify: DOB, last 4 of SSN, zip code; if international and no SSN, we verify their home address. Thank ...

RE: Any EDU who have enabled Bing Chat Enterprise (now CoPilot) in M365

Posted By Robin Kincaid 12-01-2023 09:13:49 AM
Found In Egroup: IT Support Services \ view thread
Following as well.....we have it by default and have not communicated this to the community. Robin E. Kincaid Director, Technology Support Center & Training & Instructional Support Information Resources and Technology Rowan University 201 Mullica Hill Road Memorial Hall, Office ...

RE: Customer Service Week

Posted By Robin Kincaid 09-07-2023 08:04:17 AM
Found In Egroup: IT Support Services \ view thread
Hi Jason While the division does not recognize National Customer Service week, I do as the director of the tier 1 team. I register with https://nationalcustomerserviceweek.org/ as they have a lot of great handouts, etc that I use to celebrate all that our teams do. I also do a few things on ...

RE: Compromised Account Procedures

Posted By Robin Kincaid 08-24-2023 06:44:00 AM
Found In Egroup: IT Support Services \ view thread
Good Morning Our process depends on the nature of the compromise. Typically, Information Security is notified and locks either the AD account or just email depending on the nature of the compromise. Tier 1 receives an email of the compromise and we will reach out to the customer and go through ...

RE: Service policies--

Posted By Robin Kincaid 07-25-2023 10:14:50 AM
Found In Egroup: IT Support Services \ view thread
Hello Our service catalog can be found at: https://irt.rowan.edu/service-catalog/ I was involved in building this out and it was a great process. Robin E. Kincaid Director, Technology Support Center & Training & Instructional Support Information Resources and Technology Rowan University ...

Windows Hello

Posted By Robin Kincaid 07-18-2023 12:48:00 PM
Found In Egroup: IT Support Services \ view thread
Good Afternoon We started a project to roll out Windows Hello. I'm curious if anyone has rolled this out and if so, can you share your experience? Thank you! ------------------------------ Robin Kincaid Director Rowan University ------------------------------

Survey Tool

Posted By Robin Kincaid 05-03-2023 12:07:33 PM
Found In Egroup: IT Support Services \ view thread
Good Afternoon We currently use Qualtrics as the approved survey tool. I'm curious about what survey tools you use and any feedback on the tools. Thank you! ------------------------------ Robin Kincaid Director Rowan University ------------------------------

RE: Training Help Desk agents

Posted By Robin Kincaid 04-25-2023 08:38:36 AM
Found In Egroup: IT Support Services \ view thread
Good Morning I have 9 full time techs and 6 student worker techs on my tier 1 team. Everyone is internally hired and they are responsible for troubleshooting on most of the calls and emails we receive. There are a handful of things my team doesn't support so the ticket is reassigned to the applicable ...

Personal vs Network Printers

Posted By Robin Kincaid 04-12-2023 07:11:00 AM
Found In Egroup: IT Support Services \ view thread
Good Morning I'm curious if your institutions support personal and network printers on campus. If both, what type of support do you provide for personal printers? We currently support both but are looking to update our policy to support only network printers. Has anyone switched to only network ...

RE: Stretch Assignments at Your Institution

Posted By Robin Kincaid 03-29-2023 09:59:51 AM
Found In Egroup: IT Support Services \ view thread
Good Morning Jason My team is 100% phone support and our tier 2 team is in person and field support so tier 2 is the natural progression for my team. I implemented a stretch assignment program where my team would spend time working with tier 2 doing in person support in the Technology Assistance ...

RE: Live Chat Staffing

Posted By Robin Kincaid 03-03-2023 05:55:30 AM
Found In Egroup: IT Support Services \ view thread
Good Morning Here are my responses: Is your live chat staffed by student staff? No – our live chat is staffed only by full time tech Are staff expected to monitor and respond to live chat while also being available for other channels (in-person, phone, email) or are they dedicated live chat ...

Software to emulate various OS and Browsers

Posted By Robin Kincaid 02-13-2023 09:24:00 AM
Found In Egroup: IT Support Services \ view thread
Good Morning I am looking for suggestions on software that your support teams use to help troubleshoot issues issues on different browsers and OS other than what you have in support. I'm looking for something the team can use to emulate the OS and browser the customer has for troubleshooting issues. ...