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End-User Services
I divide end-user services into three main groups:
End-User Training
Desktop Architecture and Customization
Desktop Services
Those chartered with this responsibility handle professional work planning and deliver software training programs. The Desktop Architecture and Customization group looks at the latest and greatest hardware and software technologies and provides level 3 support. They also customize configurations as required. Desktop Services provides process ownership and level 2 support.
End-User Training
Responsibilities of the End-User Training group include meeting training needs through individual and group instruction for standard office-automation software such as electronic mail, as well as programs and/or systems developed by internal staff. The functions of the End-User Training group are as follows:
Developing course outlines, visual aids, and end user handouts for training classes offered.
Participating in the evaluation and determination of standard office automation software products.
Receiving and processing training requests.
Scheduling training classes to ensure adequate levels of response to customer requests.
Evaluating effectiveness of courses and making changes as needed.
Responsible for learning new and/or revised software applications to provide training as required.
Responsible for developing useful documentation to support instruction.
Researching new products to assess and recommend adequate support levels.
Receiving training in developed applications to allow support in the customer environment.
Maintaining student history of classes attended.
Desktop Architecture and Customization
The Desktop Architecture group provides continued growth for the organization by concentrating on desktop unit management as well as technology direction.
Desktop Customization provides services that deal specifically with end-user productivity tools. The main support issue for the Desktop Customization group is the development of end-user systems and ensuring that documentation of user-built systems is recorded. The functions of the Desktop Architecture and Customization group include the following:
Responsible for capacity planning.
Responsible for all aspects of software distribution:
Testing.
Interoperability.
Rollout plan.
Documentation.
Defining standards and procedures.
Responsible for configuration management.
Providing peripherals support.
Providing PC maintenance.
Responsible for application standards.
Responsible for virus control.
Responsible for hardware installs.
Providing remote desktop support.
Providing level 3 support for unique and complex problems.
Responsible for the analysis and implementation of productivity tools.
Providing training to lower-level desktop technicians.
Responsible for establishing performance and tuning guidelines.
Providing desktop analysis as required.
Responsible for desktop automation practices.
Responsible for requirements analysis.
Responsible for software implementation.
Responsible for end-user development management.
Desktop Services
Desktop Services provides daily support to all desktop customers. This is a labor-intensive job. The functions of the Desktop Services group include the following:
Providing desktop patrol.
Responsible for hardware and software installs.
Responsible for level 2 support and troubleshooting.
Implementing software distribution rollout.
Maintaining inventory.
Providing remote customer support (telecommuting).
Responsible for telecommuting installs.
Responsible for access administration.
Responsible for desktop asset management.
Providing procurement interface.
Responsible for moves of desktop computing environment.