Suggestions needed in small IT department - Duties. 2

[thegirlofsteel]

Hi all,

I am the IT Manager that does everything - Network Admin, Tech Support, Managing 2 techs, 1 computer trainer, and 2 data processors. I create reports for administration, am a project manager for new software our company is going to use, advise and implement hardware and software of all sorts and on top of that, also in charge of phone systems and video equipment!

I have 2 techs. One tech voiced his opinion that he wanted only 1 network admin (as I know it should be) and a help desk tech. But he pointed out that I should be the network admin and I should be the one to answer the tech calls and assign duties accordingly - like I have all the time in the world to do so.

Anyway, my question is - what would be a typical IT department look like with 180+ employees with 7 locations?

I am trying to widdle down my duties where they rightfully should be with MY STAFF! I am of course keeping up my end of the duties by being the network admin, would it be right to add a junior admin with as many techs as I have?

 

[MikeLacey]

My first thought is that with managing 5 staff, producing admin reports, project managing an external project, looking after phones and keeping a weather eye on future h/w & s/w you don't have time to be the network admin.

Hmmmm. It is, of course, very helpful of your tech to pass you the work he doesn't want to do himself.

What is your helpdesk call volume like? Have you considered using your data processors (I'm not sure what this job means nowadays or how busy they would be) to log calls on your help desk and then allocate them out? You should aim to move to being second line support I suggest.

Mike

I am not inscrutable.

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[svanels]

Manager, network administrator, call manager that is a lot of work.

I would suggest the tech, that he takes care about reporting to your boss. And take the blame when things are out of hands.

Steven

 

[thegirlofsteel]

The tech "in my opinion" was out of line when he displayed his distrust with my judgement on how I wanted my dept to run. I was contemplating moving one or both of my data processors to help with logging in calls. Right now, we have one help desk line where everyone goes to voicemail. We check that voicemail every 15-20 minutes. Calls are logged into a trackit system and the work is given out with ticket numbers. The system itself routes which technician it goes to.

Here is my plan with my staff:

1 Help desk data entry - duties include her regular duties of data entry and checking the tech line for any new calls to log into the system.

1 Junior Network Administrator - duties include Network administration, communication administration, and managin all servers.

1 Computer/Software trainer.

1 Data processor - backup to help desk data entry person plus other duties.

I hope this works. Believe it or not, the tech that voiced his wanting a network admin (whom I thought was wanting that position) said he didn't want it. So he will now be working on nothing but PC's and printers and doing most of the daily work than my network admin.

Does this seem a good solution?

 

[grande]

Do you need someone to be a full time trainer? Do that many people at your company need training?

-------------------------
Just call me Captain Awesome.

 

[franklin97355]

When you say 7 locations what do you mean? Are these buildings on a site or sites in different areas? I think you need, at the least a tech savy admin assistant to handle the helpdesk/paperwork chores. Keep the techs in the field.

 

[thegirlofsteel]

I have 7 branch offices that our tech does support for. He is also in charge of the main branch.

 

[franklin97355]

How much of the techs time is spent in the field? What is the other tech doing? Are you keeping up or falling behind (or have spare time on your hands)?

 

[MikeLacey]

girlofsteel

Yes, that looks like a workable system.

I would ask same question as grande re your trainer, it seems excessive.



Mike

I am not inscrutable.

Want great answers to your Tek-Tips questions? Have a look at faq219-2884

 

[LadySlinger]

Sounds like a good plan! I do agree though...maybe the computer trainer has more to do then we are lead to understand? Or is the software updated for the employees that often?

 

[MikeLacey]

girlofsteel

Hi, hope you had a good xmas etc.

Just being nosy really - how is your new system working out?

Mike

I am not scrutable.

Want great answers to your Tek-Tips questions? Have a look at faq219-2884

 

[Stevehewitt]

Training really should be down to the HR function IMHO. I'd suggest something like:

1 Helpdesk co-ordinator
Answers calls, logs calls, paperwork, basic admin etc. (Including new user paperworks, change requests basic AD functions. (pass resets)

2 Tech's
Fair enough, 1 should be dedicated to networks but not networks alone. E.G. Networks, Mail & IIS whilst the other tech deals with generic servers and desktop duties.

2 Data Ppl. If they are doing things like Crystal Reports, SQL Stuff and data analysis then they will curse you for putting them on helpdesk duties. Writting SQL code whilst getting password reset phone calls will end in resignation.

Get a helpdesk system with a nice web front end. You could splash out on £50k for a flashy one; or use a open source one like Liberum. (Used it myself and it's great! )
Get the users educated into using the web GUI to help reduce phone calls to the helpdesk.

Why not try to get 1 tech to be more networking, whilst the other looks more at learning the telecoms side. (If you're on holiday for 2 weeks and your switch dies - what happens?)

Just my 2 cents worth...!




Steve.

"They have the internet on computers now!" - Homer Simpson

 

[sstoppel]

It sounds like your staffing is roughly average for your size, but without knowing what your business needs are there is really no way to answer. I reward my techs for keeping me "out of the weeds" and I do my best to keep my boss (the IT director) from getting dragged into minutia. When someone below me makes a decision I support them to others all the way, even when I have to talk to them privately about how they could have done it better.

IT people are funny - One self-motivated hotshot can do the work of any 3 slackers, as long as he doesn't create work through carelessness.

If you want to decrease staffing or distracting work you generally have only a few options. I offer a few principles that I have acquired over the years. Of course, free advice is worth every penny.

First, control your environment via GPOs or other means and rigidly lock down every source of disruption to a functioning system. Consistent IT services is more important than flexibility - people can always work around limitations as long as they know what they have is consistent. We make sure that users know their machines are owned by the employer and to be used for employer purposes only. No one puts software on a box without IT's knowledge and approval.

Second, rigidly control changes to production systems. This brings you out of reactive mode and lets you develop offline in a lab environment. I recommend ITIL or similar models of service delivery. I put almost every change to the live environment through 3 stages which I call Proof of Concept, Prototype, and Production, only the last has any impact on users. Nothing goes into production without a tested method of rollback.

Thirdly, outsource the routine crap where possible. It never makes sense to have a high-end engineer changing toner in a printer when you could have a mail clerk do it. Similarly, take advantage of warranties on desktops and servers. When hardware dies it is cheaper to have them come in and fix it than to keep the staff needed to do it themselves.

I am very fortunate to work in a place where we have good IT staff, managerial buy-in to our projects (meaning adequate funding), and good vendor relationships. Any lack in one area and everyone suffers.

 

[thegirlofsteel]

I have implemented the change. I have my data processor answering the calls and just logging it into our Trackit System. It has a pretty good front end and will be implemented as soon as we get our new servers up. I'm still getting complaints about our response time but what can you do!!! Everyone complains if you don't show up on their doorstop as soon as they call. Don't you hate it when they call and then show up at your door before a ticket number is assigned!!! Crazy being in the IT field!! BUT I LOVE IT!

 

[svanels]

Everyone complains if you don't show up on their doorstop as soon as they call

You have corporate e-mail? Use it for the helpdesk.
Do you have some remote administrators tool like vnc? Use it
When the user is on the phone and the helpdesk guy/girl takes over to fix a printer problem (normally the user changed the default printer), imagine the impact when explaining by showing the solution.

There is also another advantage, the user will know that IT can take over and look what they are doing.
The slackers playing doom or whatching video porn will probably see the light (or door...)

Steven

 

[thegirlofsteel]

We do use VNC and we do use all the means available to let our presence be known. Unfortunately, our union is very powerful and runs IT and what can and can't be done on our computers.

 

[philhege]

TrackIT has a very good Web-based SELF-HELP front-end. Program the dropdowns to present the request types and systems you need to cover, and drive the users to the Web site. You can practically eliminate the stenographer approach with this tool. Our users are happy with it because they are empowered to instantiate their own requests, and can track status.

Phil Hegedusich
Senior Programmer/Analyst
IIMAK

http://www.iimak.com

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Eschewing obfuscation diurnally.

 

[MikeLacey]

Ok, thanks.

Mike

I am not inscrutable.

Want great answers to your Tek-Tips questions? Have a look at faq219-2884