Plan for users acting as IT support staff

Book profile: Managing The IT Services Process, by Noel Bruton

Book profile: Managing The IT Services Process, by Noel Bruton

The key user

Probably the most common IT role played by a user is as local computer support. In any organisation there are always those users who are more expert than others and who may find themselves becoming an unofficial first stop for enquiries.

There is a legitimate use for the key user in a support context and that is to deal with the sort of enquiry that is not directly computer-related, but associated with business use, rather than technical detail.

The key user would answer the question "What screen-based form do I use to make such-and-such a transaction?" However, this person would probably pass straight to IT services with an enquiry such as, "I cannot get access to the application that provides access to this form."

IT co-ordinator

The IT co-ordinator or IT representative position can be filled by a user or IT staff. Its function is to represent the IT interests of the user group. A considerable knowledge of IT is required.

Where a service level is in place, it should be this individual who negotiates the service demand side of the relationship.

Client-side manager

This representative of the users' interests is more often found in an outsourcing contract, where the IT support services are provided as a managed offering by an external party and are governed by a strict service contract.

Although the role is clearly to handle the relationship, it is also to handle the customers' complaints to the supplier and to attend performance review meetings as part of a responsibility to ensure users are getting what they paid for.

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