As the Director of Technical Support, I reported to the CIO and it was my job to
ID: 3855042 • Letter: A
Question
As the Director of Technical Support, I reported to the CIO and it was my job to manage the service desk, end user desktop services, computer labs, instructional technology support, and procurement resources provided by University Information Technology Services. I supervised a team of assistant directors and support administrators with the mission to provide reliable, relevant, and pleasant computing experiences to all members of the campus community.
Service Management frameworks follow the idea to break down tasks in different types of consistencies .At help desk we help solving problems ,based on iterations of the incident. We look for global solutions to the problem. If the same incident comes for 3-4 times the same problem refers to the another IT group. IT professionals can find work in SPSU to look for people who want to work and solve problems .Technical or even interface problems can be solved by IT professionals with an ability to or desire to solve a problem .Approach followed by IT professionals -"Customer is always right".
How do we keep our work force current. In the organization social media itself spreads news regarding new technology .Trade shows, Conferences ,continued Educational programs .Periodical presentations. Temporary Software should not be put in production. There is a good redundant background system .And before a configuration snapshot of it is taken .In case of a problem, one can fall back on the snapshot to look back upon.
Motivation of IT professionals .If the person is not satisfied with their job then they would not be motivated enough. The entry level job positions where they remove viruses, set up computers, and e-mails. It not upto their standard of work ,but they do have to work hard to prove themselves. Manager ,to keep the entry -level job people motivated is tough. The correlation between satisfaction with job and motivation is directly proportional to each other . Tailor your motivation to your client.
How problems escalade - Through help desk operators and students doing it on off hours .Sketchy information comes in through e-mails .Education technology group deals with the projectors etc. The problem gets solved with instant feedback on the phone. Depending on the problem, it gets routed to any of three tech groups. Some tickets get routed to a system group like if its e-mail problem, network problem. Tech 1 and Tech 2 are a pool of technicians dealing with computer labs ,av set up .Based on the ticket of help desk, it will help it to escalde.
Improper escalation of tickets ,has happened from the customer side. Like wise the customer would call the Director straight away to get the problem resolved ,it would go bottom down ,which is not really the way its supposed to be.
IT professional job Personality should be critically important .Things like IP flows, networking and ability to learn .And knowledge based ,Technicians ,Problem solving .Focus on certificates that are enabling.
As a Manager David Parham realised he had being initially like all stick,no care attitude.But later he changed his strategy -"Enabling Manager" to set up others for success .But would also give his employees tools they have and also tools they do not have and let them make mistakes which are not too costly. Also felt that Manager should be able to take feedback.
Disaster Recovery- Rebuild whatever you have system thing ,being able to maintain validity of data .Retaining resources .Reliable plan, Continous Business Plan.
Service Transition Activity and benefits- In terms of passing the transition where service existed in a limbo for some time and a portion was absorbed by various groups .It did not work too well, but hiring another person to work on procurement and purchasing from another group.
Service Knowledge Management System - He said that we do not have a good management system ,and by sharing it with others .A good knowledge system is critical, robust and comprehensive. Help desk can act as a knowledge management system .It has document and notes in there .Whereas Tech professionals have been working ,but without any notes.
These are the excerpts taken from recording of David Parham Director Of IT Support.Read the interview of director of IT support, Dave Parham. The interview focused on service management and service operation. Share your thoughts in this forum in your own language and effective grammer
Explanation / Answer
The interview is based upon service management and service operation.In this interview we can see the director is speaking about the different tams which are there in service management,how the work is done,how the team is motivaated.First of all we see the discussion about Service Mangement Frameworks it gives a basic overview of the problem.Like to llok for the problem and like if the same problem arises it is moved to the next team.Secondly after solving every problem a detailed backup of the soltuion is created.Collection of such solutions are called Knowledge Base.So if any problem of same kind arises then the employee can look upon the knowledge base to see for the solution.Thirdly it shows that how problem escalates.It shows the how the problem is solved and how it escalates.Fourthly there is a disaster recovery plan that is keeping a backup of the resources,plan so that it can have a continious plan.In Service Knowledge Management Systm it deasl with different steps whcich are there and how the employees are motivated to move up in the work.
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