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End User Support , Sysadmin and Desktop Support Resources

By elaine_hickey ·
Hi

I work for a small software company
(5 staff,in my office in the UK , with a further 18 staff based in Australia)
My job function is pretty broad in that I manage and execute the implementations of our expense management application , I am also account manager for a number of clients and team lead / manager of the application support person.
Unfortunately a little bit of knowledge really is a dangerous thing and I've also been tasked with keeping our LAN secure and in synch with the Australia WAN and to ensure that all hardware and software on our network functions correctly.
I also need to plan and test regular backups of our file and web server and basically make sure our site is protected and operational as much as possible.

There is a helpdesk team in Australia should issues need to be escalated but the timezone amongst other things makes this difficult

I would like to put together some best practice and policy documents so that I can push a bit of the responsibility back to end users.
The main areas would be in optimising system performance , security including avg protection and some basic troubleshooting.

Sorry this has turned into such a long post - could anyone direct me to some downloads or suggest a starting point for putting these documents together ?

Many thanks

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If you repost this as a Question you'll get responses to this question

by HAL 9000 Moderator In reply to End User Support , Sysadm ...

As people who look at the discussions don't always look at the Questions and vise versa. You'll also get a auto generated Response sent to you every time that some one posts a answer to your question so it's faster.

Col

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