I am begining my career in IT and have to give a presentation at an interview. The subject is 'What do you see as the main issues in IT support & what would you do about it.' Could anyone give me some pointers of what these may be please? Some ideas I have had are prioritizing faults, dealing with end users, being proactive rather than reactive - planning ahead. I may be well wide of the mark here but not 100% sure what they are looking for. Any help would be greatly appreciated.
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Ideas on IT Support presentation 1
- Thread starter cpmiles
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Hi,
I was once told that when it came to support that it was crucial to log every issue raised so that the team was possible to perform the following analysis:
1) Identify the biggest problem facing the support team
2) Fix the problem
3) Return to step 1
Communication with the end user is very important with regard to ensuring you get as much information as possible to help with recreating issues as well as reporting on the to the status of an issue, the progress made and when you would hope to have a patch fix (if appropriate).
Best of luck,
Tom
I was once told that when it came to support that it was crucial to log every issue raised so that the team was possible to perform the following analysis:
1) Identify the biggest problem facing the support team
2) Fix the problem
3) Return to step 1
Communication with the end user is very important with regard to ensuring you get as much information as possible to help with recreating issues as well as reporting on the to the status of an issue, the progress made and when you would hope to have a patch fix (if appropriate).
Best of luck,
Tom
Coping and dealing with change is something that is worth considering as a topic.
As an example, I'm currently part way through a migration from an interface to one application run from an addin within our email package to one via the web. Reasons for the upgrade is that it has become necessary to upgrade the email package and the vendor of the existing email integration won't support this as of next April anyway.
Because of problems with the existing system, some people can't wait to change, several others don't want to lose the existing facility to see their alerts alongside their email.
I'm part way through writing an email alert system that I will end up piggy backing onto the backend SQL database to replace this functionality.
The worst part of this, is I don't have ultimate authority to force the change or upgrade on anybody but if it won't get done, I can see major problems occurring for the following reasons:
a) The IT people who run the email system don't use this system and don't get involved in its support and maintenance.
b) I don't get involved in running the email system
c) This system processes approx 60% of my employer's income, which would have a major issue with its long term viability if not done now.
d) The users don't understand the technical reasons to change.
John
As an example, I'm currently part way through a migration from an interface to one application run from an addin within our email package to one via the web. Reasons for the upgrade is that it has become necessary to upgrade the email package and the vendor of the existing email integration won't support this as of next April anyway.
Because of problems with the existing system, some people can't wait to change, several others don't want to lose the existing facility to see their alerts alongside their email.
I'm part way through writing an email alert system that I will end up piggy backing onto the backend SQL database to replace this functionality.
The worst part of this, is I don't have ultimate authority to force the change or upgrade on anybody but if it won't get done, I can see major problems occurring for the following reasons:
a) The IT people who run the email system don't use this system and don't get involved in its support and maintenance.
b) I don't get involved in running the email system
c) This system processes approx 60% of my employer's income, which would have a major issue with its long term viability if not done now.
d) The users don't understand the technical reasons to change.
John
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