IT Support Staff - Staff Desktop XP Support
Requirements of Local IT Support Staff
Introduction
In order to work effectively within the faculty and central computing support structure of the University, departments need to have adequate provision for basic IT support for staff desktops. Where possible they should provide a member of staff, called the "local representative" who has the skills necessary for this task. These skills are described below.
Tasks Required
Each department should have sufficient access to a first line IT support person with the technical background and time to complete the following tasks: -
- Attend training sessions on the procedures and installation of desktop office services, such as the IT Services Staff Desktop Service.
- Follow administrative procedures for enrolling new users on such services.
- Install computers onto such services and configure the networking in a standard way.
- Configure peripherals in a standard way as appropriate to the service.
- Explain the service to new users.
- Act as desk-side, first-line support for staff, visiting offices as required.
- Diagnose hardware and software problems, fix basic problems & advise on solutions.
- Investigate more complex problems and report all relevant details and information via the appropriate route. This could be to other IT staff in the department, faculty, IT Services, or to a computer hardware supplier.
- Troubleshoot and fix basic networking problems.
- Advise staff, and students on hardware and software issues.
- Advise on the purchase of new hardware and appropriate Operating Systems.
- Assist with delivery issues, escalating problems to your Faculty Information Technology Co-ordinator or IT Services as appropriate.
- Receive messages on the it-information mailing list and pass on and advise the department as appropriate.
- Attend campus wide or special interest technical forums to broaden knowledge and understanding of IT in general and on campus.
- Seek and act upon advice from IT Services or the appropriate department or faculty contact as required.
General Skills
Must have a good understanding of PC hardware and software, good communication skills, a structured approach to problem-solving, and be able to take part in basic technical discussions.
Technical Skills
As a guide, the department IT support person should be at a level to: -
- Support a standard service with a limited range of variation.
- Differentiate between basic hardware, software, and network problems.
- Make clear, detailed problem reports.
- Make basic hardware changes e.g. install a network card and properly configure it.
- Reinstall an operating system e.g. Windows XP or Windows 2000.
- Give limited application support on core applications e.g. Microsoft Office.
Where this basic level of IT support is not available either entirely, or in part, within a department or section, IT Services are able to offer required support services to departments or sections. Charging details for this can be found on the Support Charges page.