These are the common procedures for training a volunteer on their first day of orientation.
1) Introduce the new volunteer to the VCN Volunteer Homepage and have them sign up for a shift. Go through the procedure on how to sign up for the shift which would be on the bottom of the page.
2) Then, go through the Helpdesk Checklist Level 1 with them.
Make sure the volunteer knows how to:
- Create a VCN Account under their name and register a VCN account for another person.
- Check voicemail messages and document the message on a ticket
- Use the passwords of everyday operations (, wi-fi passwords, laptop passwords, etc.)
- Answer calls. For example, “This is Lauren from VCN Helpdesk; how may I help you today?”
- Create a request in the queue
- Reply to a request and use the appropriate signature.
- Check for the MRTG (which is a graph assigned to VCN for dial-up up-time and down-time on a 24-hour basis).
Go over the main components of the VCN website. Make sure the volunteer knows how to:
- Open a new VCN account
- Test and setup their own dial-up connection using
- Call back any voicemails left to VCN
- get their own VCN account
- Setup email for multiple platforms (SquirrelMail, Outlook, Thunderbird, etc.)
- Troubleshoot incoming/outgoing e-mail problems
Spam processing guide:
- Open the ticket
- Click the Basics under the navigation
- Change the queue to spam
- Click save changes
Volunteers can advance to Network Administrator Level 1 and 2 once they have mastered the Helpdesk procedures.