IT Service Desk Here to support our Users Standards make sense.

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Presentation transcript:

IT Service Desk Here to support our Users Standards make sense

Service / Support Model Service Strategies/Design Tony End User Computing/Network Kevin Service Desk Jason System Transition Ashleigh Operational Service Desk Facilities Mgmt. Service & Support Asset & Configuration Strategy & Design Catalogue Service level Capacity Availability Security Supplier/Contracts Org Change Communications Strategy Market Intelligence Financial Demand Risk/Audit Data Model Infrastructure Data Centres Servers Core Network Backup/DRP SOE Management Small office Network - CAMNN Request Fulfillment (Std Changes ) CAM Users POL Users CDF Users LSP Users Other Users Small Offices/CAMNN Proactive Checks :- Printers AV Rooms Change Management Performance and Risk Acquire, build, deploy Deployment Software Licensing Incoming Requests 1/2 nd level support Site plans Build room/Wiring closets Monitoring and Alerting (NOC) CRM Asset Tracking Vicar General Systems Properties/Building Services Parish On Line Parishioner Records Giving Communications Centre ( e- mail/SMS ) Web sites Liturgy Help Learning Management Systems (LMS) Contact Lists User Accounts Creation System Problem Mgmt.

Rules All the Support Requests need to be logged.  No call No Support, we need to justify our work load/effort/value If a user advises you of a incident  Create a Support Request for them.  Advise them they can use eService. Know your individual Targets  If you meet your target, the queue looks after itself. Descriptions  Clear, concise and easy to read by User and your Team Members.  Add attachment/screen shots to SR New Work – Hardware / Software – IT Hand book pages  Refer them to IT Handbook  No need for a Support Request

Work Flow / Problem Management & Escalation

Enhancement Process

Production Servers - Check for latest copy in Site Book

Sites we directly Support - Check for latest copy in Site Book

Users we support

Services we provide Computing File Print Fax Telephony Infrastructure Disaster Recovery Backup & Restore Web hosting Data hosting (SQL/Greentree) Application Hosting Audio-Visual Systems :-  Development  Support  Training

Team – Meeting & Communication Strategy 1. Operational Meeting - Daily 8:30am – Chaired by Jason 2. Team Meetings Every 2 months 3. IS Process Owners meeting ( Tony, Kevin, Ashleigh ) Every 2 weeks 4. One on One – Tony + Individuals Every 2 months

IS Team Part of the Finance and Operations Department Director – Mr. Adrian Klep

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