Service Desk Policies and Procedures

Transcription

1 7.1 The University Commons Service Desk consists of two major components: Service Desk and Central Ticket Services. Desk Services include fax service, campus posting, game and equipment check-out, opening meeting rooms, providing paint and paper for banners, laminating, button-making, banner printing services, opening and monitoring the use of the Cyber Lounge, providing general information, and other special services. Central Ticket Services include providing ticket sales via telephone, internet, and in person for campus events. General Operations 1. Service Desk Hours a. The UC Service Desk hours of operation are normally the same as the building hours and are subject to change according to budget and activities. Please go to to access the current operating hours. The Service Desk is closed when the University Commons building is closed. b. Note: Equipment and games can be checked out one half hour after opening until one half hour before closing 2. Ticket Services a. The UC Service Desk provides ticket printing services and ticket sales for Student Involvement events, all Center for Fine and Performing Arts (CFPA) events, and other various event facilities on campus. Some event tickets are also available for purchase on-line at The CFPA operates their own box office with limited weekday hours and 1 ½ hours before the performance time until 30 minutes after the performance begins. The Athletic Department handles the sales and distribution of tickets for their events. 3. Staffing and Administration a. General management for the Service Desk is provided by the Manager of Business Services and Service Desk Graduate Assistant, who reports to the Assistant Director of Administrative and Fiscal. Additionally, student staff are employed as Service Desk Clerks. The Manager of Business Services and Service Desk Graduate Assistant coordinates the training of student employees. The Assistant Director of Administrative and Fiscal Services provides general support and assistance as needed. b. The Manager of Business Services and Service Desk Graduate Assistant provides oversight and direction to the Service Desk staff regarding fiscal matters including, but not limited to, ticket sales and services, collections, deposits, credit card activities, Nautilus Card activities, etc. 4. Secure Closet Keys/Office Keys a. The door to the Service Desk leads to a secure closet on a restricted key system and is to remain locked at all times. All employees of the Service Desk are issues keys as necessary to gain access to the office on work days b. There are two keys to the closet where the office safe is kept. The Business Services Manager has one and the other is maintained at the Service Desk for use by employees on duty. The controls for the grate at the Service Desk are located in the Building Managers Office next to the fireplace. All employees are issued keys to this office. 5. Office Opening, Closing, and Shift Change Procedures a. Service Desk student employees may be assigned the task of opening or closing the office daily based on their assigned work schedules. Opening procedures include unlocking the front grate,

2 7.2 turning on the ticket computer, turning on the reservations computer, plugging in the desk phones, opening the Cyber Lounge, setting out any applicable display material, and putting change funds in the cash register. The safe log must be completed and the daily change fund counted and put into the cash register. b. An Items Sold Report reading from the Point of Sales (POS) Cash Register Terminal will verify the sales amount in the cash drawer. Each Clerk is issued a lockable Deposit Bag and a key. Clerks are required to count down their drawer and record their sales on the Daily Cash Report, secure all funds from sales into their deposit bag, and place their deposit bag in the safe at the end of each shift worked. Closing procedures are the same as opening procedures including cleaning and closing the Cyber Lounge. The staff member who is closing completes entries in the logs and makes sure the grate, safe, and all doors are locked before leaving. 6. Safe Combinations a. The Service Desk safe has a dual key-electronic combination lock system. This safe is to remain locked at all times. The combination to the safe is changed periodically by the Manager of Business Services with a record maintained as to the date of each change. The combination is always changed after termination of an employee. The combination is only known by Service Desk employees and is not written down. The safe also requires a key which is maintained in the office in a secure place. A log is maintained to show signatures, times, and dates as to when the safe is locked and unlocked plus columns for change fund verification. The Manager of Business Services verifies change funds periodically. The safe log requires an entry every time the safe is opened noting the reason for entry. 7. Change Funds a. The Service Desk maintains a change fund for the cash register, plus a $10.00 change fund for the Game Room and a $20.00 change fund for vending refunds. Change funds are kept in the safe unless being used. An additional change fund is kept locked in a bank bag in the safe for use in changing money denominations in the register when the Cashier s Office is not available. 8. Monies Collected a. Mail - All monies received through the mail are forwarded to the Manager of Business Services for verification. They are then assigned to the Graduate Assistant for processing. Mail collections are processed in the same manner as sales in person. Any postage expenses incurred in filling the mail order ticket purchases are charged to the event sponsor. b. Cash and Checks Sales are recorded on the cash register as received. Regular deposits are made at the Cashier s Office. All checks received in person or by mail are stamped on the back with a restrictive endorsement stamp immediately upon receipt. The Service Desk employee processing the check or money order initials the lower right corner as well as noting how the check was received if not in person (ex: mail, off-campus sales, etc.). In addition, a notation is made on the check or money order indicating the purpose of the payment. Checks are accepted for the exact amount of the purchase only. No checks are cashed by the Service Desk and no change is given back to the customer when checks are used. All checks must contain name, address and telephone number. A UWF Nautilus card may be used for identification from UWF students, faculty and staff. A driver's license or state ID is acceptable from the general public. c. Credit Cards - Visa, MasterCard, and American Express are the only Credit Cards the Service Desk accepts for payment. Charges for tickets or services are accepted by telephone when purchased in advance and prepaid tickets may be picked up at the Service Desk or CFPA Box Office one hour prior to the show.

3 7.3 d. Nautilus Card Nautilus Card payments are accepted for all purchases made on the Cash Register. Nautilus Card balances can also be check on the Cash Register. 9. Deposits a. Daily deposits - A deposit is required for sales of $5.00 and more recorded in the Cash Register. If no sales have been made, no report is filed. Deposits are prepared by the Service Desk Graduate Assistant and verify by the Service Desk Business Manager. All collections are deposited intact as they were received. b. The Service Desk receives payments for many different items. In order to verify the cash count in the register, readings from various machines must be processed and totaled. The computerized ticket system prints out a Ticket Sales Summary, the Cash Register Total Items Sold Report provides a summary of all transactions processed, the Credit Card machine prints out a batch total report. c. The cash count, including checks, Credit Cards and Nautilus charges, is recorded on a Daily Cash Report form and verified against specific sales reports for accuracy d. Upon verification, the Daily Cash Report form is completed indicating the various account numbers that will be credited. A cash transmittal form is completed, signed by the Business Manager, and taken with the money to the Cashier s Office. If the Cashier s Office is closed, the deposit is put into the night depository and the bag is retrieved the next working day. e. A receipt is obtained from the Cashier s Office indicating the breakdown of sales into the various departmental account numbers. This cash receipt is used to verify ticket sales for specific events. 10. Office Machines/Equipment a. Cash Register - The Cash Register is used to record all monetary transactions. Heartland Campus Solutions handles maintenance and updates. Website: ( ) b. Fax Machine - The Service Desk provides the only public fax service on campus. All monies collected from fax services are deposited into a UCSI account. c. Credit Card Processing Machine - The machine is connected directly to the designated telephone line which allows instant processing of charges. A report is generated at the end of each month by the Controller's Office listing all Credit Card charges for the month. Credit card processing fees are allocated and charged to departments based on the sales amounts collected. d. Computer Ticketing System - The Service Desk uses a computerized ticketing system. The Manager of Business Services and the Graduate Assistant are responsible for entering all event information into the system and provide maintenance in coordination with Glitnir Ticketing. Other Services 1. Public Fax a. A customer may send or receive a fax for $1.00 per page. For international calls, fax service is $1.00 per page plus a $6.00 international call fee or the customer can avoid the international call fee by providing his or her own calling card. Departmental faxes charged to campus accounts are billed at $0.15 per page.

4 7.4 b. All faxes sent or received are recorded on a fax slip, including the method of payment or departmental account number. All money received for faxes are recorded into the Cash Register and no sales tax is charged. At the end of each month, the Service Desk Graduate Assistant uses the fax slips for billing purposes to the various department account numbers. Any maintenance issues or problems with the fax machine or telephone line are coordinated by the Manager of Business Services through ITS. 2. Posting on Bulletin Boards a. The Service Desk is responsible for approving and posting material on designated campus bulletin boards maintained by the Office. See the policy on posting in Section 9 for details. 3. Key Check-Out a. The University Commons has various meeting rooms which are available for use by organizations and departments. All meeting rooms have to be reserved in advance through the UC Reservations and Conference Services Office. The Service Desk is responsible for opening these meeting rooms for authorized users when the Building Manager is unavailable. b. In addition to meeting rooms, there is a Banner Room which is available for use by organizations. This room cannot be reserved and is available on a first-come basis. The Service Desk maintains a key to this room and requires an entry into a log designated for the Banner Room only and a Nautilus Card is held at the Service Desk. Upon return, the log entry is completed with a return time and Nautilus Card is returned if there aren t any damages. 4. Banner Production Supplies a. UCSI provides organizations with supplies and paper for the making of paper banners to be hung around campus. The paint supply kit is maintained at the UC Service Desk and cannot be reserved. The kit is available on a first-come basis and contains different colored markers and string for making banners for indoor use. Banner paper and string is pre-cut, rolled and issued with the kit. Rolls are stored under the Service Desk in a cabinet. The banner supply kit is checked-out by organizations and recorded in the Graphics Kit Log kept at the Service Desk. The log requires name, Nautilus Card or other ID number, organization, and time checked out. The organization may use the banner supplies in the Banner Room described in the previous paragraph. Upon return of the supplies, the kit contents are verified by a Service Desk staff member and a note is made if something is missing. The Service Desk will collect and deposit any user fees specified. See the Banner Materials Fee Policy for information on charges. 5. Information, Directions and Hand-outs a. One of the primary functions of the Service Desk is to provide information and directions to the many visitors in the University Commons. In addition to ticket information on campus events, the office receives many general questions. The Service Desk staff makes every attempt to answer all questions as accurately as possible. A supply of flyers, brochures, pamphlets, maps, and directories is kept at the Service Desk. Informational materials are checked periodically to ensure that the information is current and that it is well stocked. The signboards on either side of the Service Desk list tickets currently on sale and pertinent office information. 6. Game Checkout a. A variety of board games are available for checkout from the Service Desk. Nautilus Card must be held and game(s) must be checked out and logged in the book. Direct cost replacement will be assessed for games not returned or returned in poor condition.

5 Cyber Lounge a. The Service Desk staff is responsible for opening and closing the Cyber Lounge and providing general oversight of the facility and equipment. Hours of operation are the same as the Service Desk. Daily tasks include turning lights on and off, checking room for cleanliness and orderliness, checking paper in printer/copy machines. For technical assistance, students must contact the ITS Help Desk. A telephone is located in the Cyber Lounge for that purpose. 8. Donation Boxes a. Registered Student Organizations (RSOs) or UWF Departments wishing to place donation boxes in the UC Great Hall must make arrangements with the Service Desk Business Manager. Two areas (in front of each glass display case) will be designated for the boxes. Box size is limited to 24" long x 18" wide x 18" high and is allowed to remain in place for a maximum of two weeks. Each student organization will be allowed two, two-week periods, not to run consecutively, during each semester, and approvals will be on a first-come, first-serve basis. RSOs would have priority over any Department sponsored outside group and are allowed two weeks as well. An example of an outside group would be Toys for Tots. The Service Desk is not responsible for the contents of the boxes. 9. Bulletin Board Procedures a. The UC Service Desk is responsible for maintaining 18 bulletin boards at various locations around campus. There are 11 boards on which both University and non-university material may be posted, 6 boards are restricted to UWF related activities only, and 1 board is restricted to non- University materials only. Any unauthorized materials will be removed and discarded. b. All materials to be posted must be stamped and dated by the UC Service Desk. The date indicates when the material is to be removed from the boards. Materials advertising an event for a specific date would be dated the day after the event. In general, UWF materials are posted for a period of 2 weeks unless the information covers a semester or certain part of the year and is official University business. Non-University materials are posted for 1 week only. c. Posting location requests will be honored as space permits. If there are not enough copies to post on all boards, the UC Service Desk staff will post items in the high-traffic areas. Posting materials are sorted according to board size. Outdated materials that have been removed are recycled and staples are cleared from the boards and flooring on a regular basis. d. The standard posting size for classified advertisements is limited to either 5" x 7" or one-half of a standard size page. All other items are limited to 8 1/2" x 11". Larger items will be posted on a space available basis and are subject to removal to accommodate regulation sized material. Non- University materials may be taken down to make room for University related items. University related items have priority over all other items.

6 7.6 UCSI Maintained Board Locations University Material Only Non-University Material Only University and Non-University Material COPS Classroom Building (#86) Psychology Building (# 41) Dobson Complex (South Hall)(#74) School of Science & Engineer (Second Floor) (#4) New Business Building (Rooms 101 & 103) (#76) New Business Building (Room 102) (#76) Crosby Hall (#10) Building 4 Building 85 CAS Office/Class Building (#11) Building 13 University Commons (#22) Communication Arts (#36) Building 51 Building 52 Field House (#54) Dobson Complex (North Hall)(#74)