Helpdesk Officer Duties: - Receive and log IT requests and issues from branches - Fulfill requests within their authority and follow up - Communicate with branch clients Skills: - Customer service and help desk methodologies - Strong communication, listening and customer service skills - Knowledge of IT processes, policies and procedures Knowledge: - Tracking systems, IT services, and products - Microsoft office tools - Local laws and work planning

1. IT Shared Services

2. Introduction
Benefits
Project Phases
Organization
Structure
Index

3. IT Shared Service.
Introduction
IT shared services
model optimises the
company investment
in IT services,
systems and
infrastructure to
achieve the company
strategic outcomes

4. Benefits…

5. Why Implement a Shared Service Center?
Tactical vs. Strategic Business Drivers
HighLow Medium
TACTICAL
HighLowMedium
STRATEGIC
  Improve Service Levels
 Process More
with Same/Less
 Process
Standardization
 Process
Improvements
  Increase Control
  Data Visibility
  Coordinate IT
 Accelerate ERP
Implementation
 Headcount
Reduction
Increasing
(sustainable)
value/continuous
improvement as
f(x) of time

6. 6
Overwhelming Evidence of Proven Financial
Benefits From SSCs
 Average ROI for shared services implementation is about 20 percent
 Average payback period approximately three years
 74 percent meet or exceed their financial targets
 Measurable direct bottom-line impact, e.g. up to 45% reduction of finance
cost through shared services
 Shared services also deliver on intangible benefits
 Such as productivity, quality and customer service

7. Benefits
 HQ ( CC main offices)
 Control operations
 Reduced risk
 Better alignment of IT plans
and budgets with CC strategy
 Cost benefits and improved
quality through standardization
 Branches
 Local IT staff can build on
central and concentrate on
unique services
 reduced technology purchases
 Improved practices
 Ability to “mix and match”
service components on a local
and shared level

8. Benefits (continued)
 End users
- Experience more responsive
and consistent quality services
 IT staff
- Improved career paths and
development opportunities
- Increased opportunities for
mobility and specialisation
- Reduction of re-inventing the
wheel

9. Benefits (continued)
 Prepare Infrastructure
for VOIP Connection
 Prepare Infrastructure
for smooth Data
transfer
 Prepare Infrastructure
for branches to use all
the IT services
available in HQ ( HR /
accounting / EPM /
expenses s…etc)

10. Project Phases …
Prepare HQ
Infrastructure
Prepare
Branch
Infrastructure
Deploy Ready
System to
branches
Prepare
Remaining HQ
IT Systems
Deploy
remaining IT
services in
Branches
Fully Operate
Shared
services

11. 1- Prepare HQ IT Infrastructure
 Prepare VPN Server √
 Reserve storage for every Branch to store Data in HQ √
 Build User account √
 Build Emails for the branches √
 Increase Internet Line

12. 2- Prepare Branches IT Infrastructure
 Install Firewall with VPN Capabilities
 Install Server for centralized administration &
Storage
 Build Sync Between two Branches

13. Deploy Ready System to branches
 Microsoft outlook
 Printing services
 File services
 Portal
 Centralized Licenses

14. 3- Prepare HQ IT Systems
 Update HR system to include Branches employees Record
 Update BMS system to include branches in the structure
 Update Accounting system to include branches
 Update EPM system

15. Deploy remaining IT services in Branches
 Provide Private cloud to store data in CC-HQ
 Provide IT Service to the branches
 Expenses ( leave / vacation / transportation / travel
 HR / Accounting / EPM

16. 5- Operate
 Deliver Services
 Account management
 Incident management
 Change management
 Financial management
 Request fulfillment
 Remote services
 Monitor performance
 Request HQ Requirements
 Log files
 Communication
 Documentation
HQ
Branch 1 Branch 2

17. Org Structure…

18. Organization Structure

19. IT Manager
Duties
Knowledge
 Manages IT functions
 Manage IT team
 Develop & implement the Group’s IT strategy
 Provide the needed IT training to the group’s staff
 Operating Agreements, including SLAs
 Performance reporting
 Issue Management
 Performance Measures (KPIs)
 Tracking system
 Technical knowledge of implementing ERP packages,
networking and I.T environment management

20. Helpdesk Liaison Officer
Duties Skills Knowledge
 Receive & log requests &
issues
 Fulfill requests within area
of authority
 Cover IT requests
 Follow up on requests
 Communicate with clients
 Maintain strong working
relationships with clients
 Customer Help Desk
methodologies
 Knowledge of processes
 Policies & Procedures
 Tracking system
 Services & product knowledge
 Local Laws
 Work Planning
 Interpretation of Data
 Problem Solving
 Communication Skills
 Customer Service
 Listening skills
 Use Microsoft software (office
tools)