This document includes the transcript of the user phone calls. These are phone calls of users who called the help desk for technical support.
Help Desk: Good morning. This is William from the IT help desk. How may I help you?
User: Hi. My password is expired. I’m getting really annoyed, because I just reset my password two days ago, and I either already forgot it, or the system is not recognizing my new one.
Help Desk: Okay, I’d be happy to go through the process of resetting your password for you. It should take only a few minutes. May I ask who I am speaking to?
User: Jane. Jane Cole. I am an employee.
Help Desk: Hello, Jane. I am happy to be assisting you. Can you provide me with your employee ID number so I can verify your identity? Then can you also provide me with your mobile phone number?
User: Yes. My employee ID number is ID18902364940. My phone number is (###) ###-####.
Help Desk: Thank you, Jane. I am sending you a text message that contains a link to reset your password. After you click on that link, enter your employee-issued email address in the
User ID field. Then type in what you want your new password to be. You will have to type it twice for confirmation.
User: Okay, let me try that… It’s still not working.
Help Desk: Hmmm. What does the screen say?
User: I cannot see the text on my mobile device because the words are too small. There are red words though.
Help Desk: Ah, okay. There is a chance that your new passwords do not match. Please try again, typing your passwords in slowly, and ensuring that they match. It also could be that you’re using the same password that you used in the past, and the system doesn’t allow for passwords to be used again. The red text usually comes up in either of those two cases.
User: Okay. That’s the issue. I must be using a repeat password. I get so confused with all of these passwords.
Help Desk: It is easy to get confused; there are a lot of passwords to remember. Let me know when you receive confirmation that the password has been reset.
User: Okay, it looks like it let me through the system.
Help Desk: Now that you’ve successfully logged onto your mobile, I recommend trying your desktop log-in. If you have any issues with that, please give us a call back, alright?
User: Sounds good. Thank you.
Help Desk: Jane, it was my pleasure to assist you. Have a great day.
Help Desk: Good morning. This is Victoria from the IT help desk. How may I help you?
User: Hi. My name is Frederick. I am unable to access Wi-Fi in the café in our building. When I was at my desk, the Wi-Fi was working alright. Can you help me connect to the Wi-Fi using my MacBook Pro?
Help Desk: Hello, Frederick. I would be happy to assist you with your Wi-Fi connection. Could you tell me what department you work in and your email address?
User: Great! I work in Marketing. My email is [email protected]
Help Desk: Frederick, you stated you are using a MacBook Pro. What version of the macOS is installed on your MacBook Pro?
User: Victoria, it’s currently using macOS Catalina, 10.15.4.
Help Desk: Frederick, thank you for that information. Please do the following:
· Click on the Wi-Fi symbol on the upper right corner of your screen, then choose the
· You will see a pop-up screen. Please enter your employee username and the password for that username.
· You will receive another pop-up that says “Connected to CafeNet.”
· You can now start a web browser. Please confirm.
User: Okay, give me a second… Victoria, I was able to reach our main website via this Wi-Fi. Thanks so much for helping me.
Help Desk: Frederick, it was my pleasure to assist you. Please give the help desk a call if you have any other questions about accessing the SNHU student Wi-Fi.
User: Have a good day.
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