Technical Support Model
Training modules specifically designed for IT Leaders will be based on a Technical Support Model developed by IT Services.
Central to the Technical Support Model is the IT Services Core Services, Standards and Procedures. The stakeholders, namely, of IT Services, Technicians, IT Leaders and End-Users each have roles and responsibilities with respect to the Core Services, Standards and Procedures. The following is a summary of the roles and responsibilities of each group.
IT Services would be responsible for establishing a standardization of procedures for standard processes (i.e. pc and lab set-ups, networking, software installation). IT Services would also establish benchmarks for services offered.
Technicians who provide IT support for their area would be responsible for departmental PC, peripherals, lab and network setups according to the standards established.
IT Leaders would be responsible to act as IT resource persons in their area and as models of End User Best Practices established by IT Services. They will also assist in the resolution of basic IT problems by having a thorough knowledge of the services available and offered by IT Services giving them the ability to direct persons in their area to the appropriate documentation outlining problem solving procedures.
End Users would be responsible to, as a matter of course, follow the best practices established by IT Services especially in the areas of virus protection, operating system updates, data security, and living within the established quotas for network disk space and e-mail.
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