Reasonable expectations for inhouse IT support
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An independent grocery has 96 employees (60 full time equivalent). They're
running SBS 2000 and have about a dozen client computers. I take care of
their server remotely. They have a staff member who puts in 8-10 hours per
week solving user problems, creating accounts, setting up new computers,
etc. Often, the results are lacking and it takes me more time to clean up
afterwards than if I'd done it myself. Yet it's unrealistic to think I could
handle all their needs remotely: staff members there take a lot of
initiatives with their computer environments and often run into trouble.
My inclination is for them to designate a sort of super user who can assist
other users, but doesn't perform any tasks that require administrative
privileges. Setting up users and shares, restoring files, adding e-mail
accounts, installing new computers (but not client-based applications), etc.
would all become my responsibility.
Do you think this is a sensible model? If not, what might work better?
.
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