HELP DESK RESPONSE PORTFOLIO

Demonstrating Web Content Coordination & Customer Service Skills

About This Portfolio

This portfolio showcases five realistic help desk ticket scenarios and responses that demonstrate competencies essential for the Web Content Coordinator role at Antioch University. Each scenario highlights:

  • Clear, empathetic communication with stakeholders
  • Web accessibility knowledge (WCAG 2.1 AA standards)
  • WordPress content management experience
  • Problem-solving and troubleshooting skills
  • Appropriate escalation and project management
Ticket #001 Standard

Faculty Bio Update Request

From
Dr. Sarah Martinez, Associate Professor of Environmental Science
Date
Subject
Update faculty bio page with new research and photo

Original Request

Hi there, I need to update my faculty bio page with my recent publications and a new headshot. I tried uploading the new photo myself but it looks pixelated and stretched. Can you help fix this and add my two new journal articles to the publications list? I'd like this done before prospective students visit next week. Thanks!

My Response

Hi Dr. Martinez,

Thank you for reaching out! I'd be happy to help update your faculty bio page. I can definitely get this completed before the prospective student visits next week.

Regarding the photo issue—this commonly happens when images aren't optimized for web display. I'll replace it with a properly sized and compressed version that will look crisp on all devices. For best results, please send me the highest resolution version of your headshot you have available.

For the publications, please reply with the citation details (title, journal, year, DOI if available) for both articles, and I'll add them to your page in the correct format.

Timeline: I'll have this completed within 2 business days once I receive the materials.

Actions Taken

  • Received high-resolution headshot and publication details from Dr. Martinez
  • Optimized image to 800x800px at 72dpi, compressed to reduce file size
  • Uploaded new headshot via WordPress Media Library with descriptive alt text
  • Updated bio page with two new publications in APA format
  • Verified page displays correctly on mobile, tablet, and desktop
  • Sent confirmation email with link to updated page
Reflection: Key Skills Demonstrated

What went well:

  • Clear communication about the technical issue (image optimization) in non-technical terms
  • Set realistic timeline expectations and gathered all necessary information upfront
  • Followed web best practices: optimized images, added alt text for accessibility
  • Tested responsive design across devices before confirming completion

Competencies shown: Stakeholder communication, WordPress content management, image optimization, accessibility awareness (alt text), responsive design testing, timeline management

Ticket #002 Urgent

Accessibility Barrier on Events Page

From
Jordan Chen, Graduate Student
Date
Subject
Images on Spring Events page missing alt text

Original Request

I'm a graduate student who uses a screen reader, and I'm having trouble accessing information on the Spring Events page. There are 5 images that my screen reader can't interpret—it just says "image" with no description. I believe these are event flyers, but I can't tell which events they're for or get any details. This is preventing me from participating in campus activities. Can you please fix this?

My Response

Hi Jordan,

Thank you so much for bringing this to my attention. You're absolutely right—this is a WCAG 2.1 Level A violation (Success Criterion 1.1.1: Non-text Content), and I sincerely apologize that this barrier existed. Accessibility is a priority, and every student should have equal access to campus event information.

I'm addressing this immediately. I'm adding descriptive alt text to all 5 event flyer images right now so your screen reader can announce the event names, dates, times, and locations. This should be fixed within the next hour.

I'm also going to audit the rest of our events pages to ensure there are no similar issues, and I'll be reaching out to content contributors with a reminder about alt text requirements.

Thank you for your patience and for advocating for accessible content. Please let me know if you encounter any other barriers.

Actions Taken

  • Added descriptive alt text to all 5 images on Spring Events page
  • Verified alt text with screen reader testing (NVDA)
  • Conducted accessibility audit of all pages in Events section
  • Fixed 3 additional images found with missing alt text
  • Created WordPress checklist guide for content contributors on alt text best practices
  • Sent email to content team with reminder and link to guide
  • Schedule quarterly accessibility audits to prevent future issues
Reflection: Key Skills Demonstrated

What went well:

  • Recognized urgency and impact on user—prioritized immediate fix
  • Took ownership and apologized sincerely for the accessibility barrier
  • Went beyond the specific issue by auditing related pages
  • Implemented preventative measures (guide + team education) to avoid recurrence
  • Cited specific WCAG criterion, demonstrating accessibility knowledge

Competencies shown: WCAG 2.1 AA compliance knowledge, screen reader testing, empathy for users with disabilities, proactive problem prevention, documentation creation, stakeholder education, taking initiative beyond the immediate request

Ticket #003 Standard

Broken Link on Admissions Page

From
Alex Thompson, Prospective Student
Date
Subject
404 error when clicking Financial Aid application link

Original Request

Hi, I'm interested in applying to Antioch and was on the Admissions page trying to find information about financial aid. When I clicked the "Apply for Financial Aid" button, I got a 404 error page. Is there another way to access this form? I need to submit my application soon. Thanks!

My Response

Hi Alex,

Thank you for reaching out and for reporting this broken link! I'm sorry you encountered that error—I know how frustrating it is when you're trying to access important information on a deadline.

I just investigated and found the issue: the Financial Aid page was recently reorganized, and the link on the Admissions page wasn't updated to reflect the new URL. I've corrected the link, and it's now working properly. You can return to the Admissions page and the "Apply for Financial Aid" button will now take you to the correct form.

Direct link for your convenience: antioch.edu/admissions/financial-aid/apply

I also checked all other links on the Admissions page and found two more outdated links, which I've now fixed. Thank you for helping us improve the website experience for prospective students!

Actions Taken

  • Identified broken link and traced issue to URL structure change
  • Updated Financial Aid link on Admissions page to correct URL
  • Audited all other links on Admissions page for similar issues
  • Fixed 2 additional outdated links found during audit
  • Tested all links to verify they resolve correctly
  • Responded to Alex with direct link and confirmation
  • Recommend implementing automated broken link checker tool
Reflection: Key Skills Demonstrated

What went well:

  • Empathized with user's frustration and acknowledged the urgency of their deadline
  • Quickly diagnosed the root cause (URL restructure without link update)
  • Went above and beyond by auditing all related links, not just fixing the reported issue
  • Provided direct link for immediate user need while fixing the underlying problem
  • Identified opportunity for process improvement (broken link monitoring)

Competencies shown: Troubleshooting, customer service excellence, proactive quality assurance, attention to detail, user empathy, going beyond minimum requirements, process improvement thinking

Ticket #004 Project

New Alumni Portal Request

From
Dr. Patricia Williams, Department Chair of Communications
Date
Subject
Create new interactive alumni networking portal with database integration

Original Request

We'd like to launch an alumni networking portal where graduates can create profiles, search for other alumni by industry/location, post job opportunities, and RSVP for events. This should integrate with our existing alumni database and have a modern, social-media-like interface. We need this completed by the start of next semester (8 weeks). Can you build this?

My Response

Hi Dr. Williams,

Thank you for sharing this vision for an alumni networking portal—it sounds like it would provide tremendous value to our graduates and strengthen the Antioch community.

After reviewing the scope, I need to be transparent: this project requires custom database integration, user authentication systems, search functionality, and ongoing security maintenance. This goes beyond the content updates and accessibility fixes I handle in my part-time role and would require a dedicated web development team.

My recommendation: I'd like to escalate this to our IT Director and Web Development Team for a proper scoping meeting. In the meantime, I can help you with:

  • Creating a temporary landing page describing the upcoming portal
  • Researching existing WordPress plugins or platforms (like LinkedIn Alumni or Wild Apricot) that might meet your needs faster and more affordably
  • Documenting your requirements to share with the dev team

Would you like me to schedule a meeting with IT to discuss timeline, budget, and feasibility?

Actions Taken

  • Assessed project scope and identified it exceeds part-time role capabilities
  • Drafted requirements document based on Dr. Williams' description
  • Researched 3 potential third-party solutions (Wild Apricot, Alumni Magnet, custom WordPress plugin)
  • Created cost/timeline comparison of build vs. buy options
  • Escalated to IT Director with requirements doc and vendor analysis
  • Schedule kickoff meeting with Dr. Williams, IT Director, and Web Dev Team
  • Create interim landing page with "Coming Soon" message and email signup
Reflection: Key Skills Demonstrated

What went well:

  • Recognized when a request exceeded my scope and capabilities—demonstrated self-awareness
  • Said "no" professionally while offering alternative solutions and next steps
  • Didn't leave stakeholder empty-handed: provided research and interim solutions
  • Escalated appropriately with preparation (requirements doc, vendor research) to facilitate decision-making
  • Maintained positive relationship by framing it as "how we can achieve this together" rather than "I can't do this"

Competencies shown: Scope assessment, appropriate escalation, stakeholder management, setting boundaries professionally, research skills, requirements gathering, vendor analysis, project management thinking, offering alternatives when saying no

Ticket #005 Urgent

Admissions Inquiry Form Down

From
Maria Gonzalez, Admissions Coordinator
Date
Subject
Contact form on Admissions page not submitting—prospective students can't reach us

Original Request

URGENT: Our admissions inquiry form is broken! When prospective students try to submit it, nothing happens—the button just spins and then shows an error message. We're in peak admissions season and we're losing inquiries. I've already had 3 phone calls from frustrated parents this morning. Can you fix this ASAP?

My Response

Hi Maria,

I'm on this right now—checking the form to identify the issue. I understand how critical this is during peak admissions season, and I'll prioritize getting this resolved immediately.

Immediate workaround: While I investigate, I've added a temporary alert banner at the top of the Admissions page directing prospective students to email admissions@antioch.edu or call your direct line. This ensures no inquiries are lost while I fix the underlying problem.

I'll update you within 30 minutes with either a resolution or a status report.

Update (9:45 AM): Issue identified and resolved. The form plugin had a JavaScript conflict with a security plugin that was updated last night. I've reconfigured the settings to prevent conflicts, tested submissions successfully, and removed the temporary banner. Form is fully functional again.

Actions Taken

  • Immediately tested form and confirmed the submission failure
  • Created temporary workaround banner with alternative contact methods
  • Checked browser console logs and identified JavaScript conflict error
  • Traced issue to plugin conflict between form plugin and recently updated security plugin
  • Disabled conflict-causing security rule that was blocking form submissions
  • Tested form submission 5 times across different browsers—all successful
  • Confirmed test submissions reached admissions@antioch.edu inbox
  • Removed temporary workaround banner
  • Notified Maria of resolution within 35 minutes of initial report
  • Document plugin compatibility issue for future reference
  • Recommend testing protocol for plugin updates before going live
Reflection: Key Skills Demonstrated

What went well:

  • Immediately recognized business impact and urgency (peak admissions season)
  • Deployed workaround first to stop the bleeding before diagnosing root cause
  • Communicated proactively with status updates and clear timelines
  • Used technical troubleshooting skills (console logs, plugin debugging) to identify root cause
  • Thoroughly tested fix before declaring it resolved
  • Identified process improvement opportunity (plugin testing protocol)

Competencies shown: Crisis management, technical troubleshooting, JavaScript debugging, plugin conflict resolution, risk mitigation (workaround strategy), clear communication under pressure, testing thoroughness, understanding business impact, process improvement thinking