Hi, I work for a medium sized charity organisation (15+ IT department based in HQ, 200 computer users in HQ, 1800 computer users worldwide, 4000 employees worldwide).
We are, in general, on top of the helpdesk ticketing issues and we are looking for ideas to provide our users with services they do not know they want but will enjoy / appreciate & hopefully improve their lives. We also want to raise the profile of the IT department so that the users know we are working to be proactive for them. Also that we are all part of the same team, not the evil techies…
For example, we have recently set up a stand alone internet access machine in the canteen for users to use on their lunch hour. We have also implemented HTTP Outlook Anywhere to take over from Outlook Web Access email for our roving employees. We have had a big overhaul of our documentation, and we have implemented a monthly IT newsletter with an FAQ section. We?ve also spent time on the floor, visiting users and straight out asking them if they have any issues (it can be something as small as ?how do I change the time on my clock?? or ?how do I get rid of these new email alert beeps?? that can make all the difference to them).
I am thinking about using video capture software to do a series of FAQ/training movies for the intranet, structured floor visits for help clinics, installing PDF creation software, amending the group policies to allow users to update their clock on their machine, and now I am stumped. But why sit here scratching my head when you have all fantastic ideas no doubt!
Is there something you have done that the users have really appreciated, not necessarily anything big, that has had a positive response?