Welcome to a website created to host all the information you need to get started in your new role. Customer service within our branch encompasses several roles that involve understanding a little bit of everything. We've streamlined all the information into bite sized chunks so that you can get the most out of everything, have points of references, and an understandable guide for learning each part. Customer service has been broken down into 3 different tracks so that you know where to start on each. We've also provided important links that you should add to your web browser, as well as a short discreption of your team and what they do so that you know where to go if you need help. Good luck and happy learning!

Frequency of Duties Table
Daily Weekly (Every Wednesday) Quarterly Miscellaneous
  1. Assign Tickets
  2. Take Phone Calls, Create ServiceNow Tickets as Needed
  3. Check Employee Updates/Notified Customer Box
  4. Create tasks in ServiceNow from ASKMSD emails
  1. Customer Service Report
  2. Specilized Report
  3. Notified Customer Report
  4. Compile Data from weekly reports for Quarter Report use
Quarterly Report using compiled data Service Now Configurations/Training/Help



Customer Service

This area will review the day to day customer service tasks that include assigning tickets to employees, managing external customers, quality ensurance of tasks processing, and providing SNOW Training.

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link to customer service training

Metrics and Reporting

This area will review how to conduct the weekly and quaterly reports by first reviewing some Excel and Tableau skills needed.

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IT/SNOW Configurations

This area will review how to submit errors or configuration changes for ServiceNow as well as common troubleshooting to help MSD Employees.

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