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IT Service Department

By Scott K. ·
I get to design an IT support group for a 400 user organization.

I'd like to know what is working for people. How you are handling the calls and service requests. Do you have a lead tech and, if so, how you have described his/her job.

I've you've got any books or other reference material I'd appreciate hearing about that as well.

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Its a package deal.

by Charley In reply to IT Service Department

You put together a killer team comprised of the best techs you can find, good equipment and a software solution that can keep track of the whole thing.

We have a lead tech (me). I handle the incoming requests and assign them to an appropriate tech based on skillset and availability. I also resolve basic issues on the phone, obviating the need for a tech to go out to the desktop. Eventually, we will hire a Helpdesk Administrator to handle these duties. At that point, I will put more time into Resource Management (coordinating and scheduling server taskings, network upgrades, hand-holding management, etc.)

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