Jones, laura week 8 - final business proposal slide
IT Department Support
through the analysis of
To redesign the IT
Department, so that there is
a faster response time to all
IT tickets, by bringing back
more in-house support.
• Currently there is up to a 5 day turn around
time on support tickets.
• No support starts in house, but there are 5 IT
personnel on site.
• 90% of the time, a user must call the Help
Desk, and if less important issue, then half the
time someone will remote in to try to resolve
• Many problems go unaddressed because the
wait time is just too long, which in turn can
cause worse problems to arise.
There are several advantages to providing
technical support via an in-house IT helpdesk.
It allows you to build up IT knowledge in your
business, thereby become less reliant on
external IT suppliers for support. This may
enable you to install and support new
equipment yourself, cutting costs in these areas.
Additionally, your in-house IT helpdesk staff
can develop a deep understanding of how your
IT systems relate to your business needs. This
helps them to solve problems fast and suggest
#1: Faster response time – after a call to the
help-desk, in-house support can be
#2: Less downtime – once in-house support
fixes the issue in a timely
manner, employees can get back to work.
#3: Hands on support – this speaks for
Many companies find the best strategy is to
combine some in-house expertise with
outsourced IT support services. With this
approach, your in-house staff can offer technical
help whenever possible. But if a problem occurs
out of hours or you need specialist help
urgently, your IT support supplier is a phone
call away. Just make sure your agreement with
them is backed by a robust IT support contract.
• First and foremost are our customers. If our
business is running smoothly, they are
serviced in a more timely manner.
• The employees will be able to better perform
their jobs because of less down time.
• Management will benefit in not having
employees that are unable to work because
their systems are down.
• The company as a whole will fair better
because of the time and money that would be
• provide IT support in-house. (2014).
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