Skype for Business (Lync) Training: WindowsAugust 28, 201513:30 EST

I. Handling IM’s to the Service DeskThe standard procedure for using Skype for Business (Lync) is as follows:1. Send a message to a caller with the following template:

a. “Hello, this is <NAME> with Information Technology.”b. Request the user to share their screen.c. Request control of the computer.*

*ONLY TO BE USED WHEN ALL OTHER ATTEMPTS AT TROUBLESHOOTING HAVE FAILED.

II. When to use Screen SharingWhen taking a call at the Service Desk, you will sometimes encounter an issue where the issue sounds like something you can troubleshoot but the details you are receiving through the phone are not clear.

III. How to use Screen SharingSo, you’ve decided that you want to try to help with a visualization of the caller’s problem. Great! One issue. As of right now, none of you know how to do it… On to step 1!

Step 1:Log into Skype for Business.

Step 2:

Enter the name of the person you ar trying to assist.

Step 3:Send the default message.

“Hello, this is <NAME> with Information Technology. I’m currently on the phone with you.”

Step 4:Send the request for screen sharing.

“This issue would be easier for me to troubleshoot if you could share your screen with me. Would it be ok if I saw your desktop/laptop screen?

Step 5:Direct the caller to the share screen button.

Ask the user if they are on a Windows machine or a Macintosh.

If Windows:

Have them click on the right-most blue circular button in the center of the bottom of the window and select ‘Present Desktop.’

If Mac:

Have them click the fourth button in on the taskpane with drop down menu and select ‘Desktop.’

Once you have followed these steps, you should be able to see the desktop.

IV. File TransfersTo send a file from someone, you must initiate a conversation. Once you have done so, you have a few options.

Method 1: Drag & Drop Method 2: Click the Paperclip

V. Group ChatsSometimes, you may want to include one of the Senior staff or another Service Desk student in a conversation for a second opinion. In this case, you want to initiate a group chat.

Method 1: Manual Addition

Step 1:Click on the icon that contains a person and plus-sign.

Step 2:Enter the name of the person you would like to add to the conversation, click on the correct user, and click ‘Ok.’

Method 2: Drag & Drop

Step 1:Type in the name of the person whom you would like to add to the conversation and drag the user that appears to the active chat.