Re: Reasonable expectations for inhouse IT support

Good Replies by Both...

Having a Super user is a good idea.
HOWEVER... They May want to be paid more for this title...
Most people who are Nerds will be glad to know Extra info, that you can
teach them for no more pay.

I'd have one on one with the BOSS and explain the situation.
of things getting messed up (Do not use names of course.)

Ensure him that your goal is a Reliable Network with minimum Downtime
Explain the Pro's and Con's of the Options....

Pay you now or Pay you later type Situation. (Don't use those words though.)
I agree Remote is KING (I do a lot of remote work, I love my laptop.)

Let them Decide what they want, explain your side and it even mean more
work, You fixing things
till they figure out its' better to pay you the FIRST time..

I run into this all the time, there's always a person who Thinks he knows
more than anyone about Computers.
(No that's not me, I'm just a Hack LOL)

But They get the server in trouble you have to fix it, then they are BANNED
from the computers permanently.
This can back fire on you...
I have some clients that have reversed so bad, that I have to beg them to do
things for fear they are going to screw up.
UGH! Like little kids... LOL

But Just like little Kids, you still love them... (Yes I spoil my Customers)

--
Russ Grover
Small Business IT Support
Portland\Beaverton OR USA
Email: Sales at SmallBusinessITSupport.com
Website: www.SmallBusinessITSupport.com


"Dave Nickason [SBS MVP]" <gwdibble@xxxxxxxxxxxxxxxxxxxxxx> wrote in message
news:OUip2d1dFHA.1448@xxxxxxxxxxxxxxxxxxxxxxx
>I like TT's response. In addition:
>
> I'm the IT person at my employer -we don't contaract anything out. What I
> have found is that since I have other responsibilities as well, I have to
> delegate most of the desktop stuff. You don't need an IT pro to add a
> shortcut to someone's Outlook nav bar or change a default printer.
>
> So I do all the actual administrator stuff. That would be anything that's
> done on a server (locally or remotely), or anything requiring an admin
> login at a workstation. That includes setup of the new PC for the first
> time - installing apps, connectcomputer, and whatever little configuration
> can't be done in group policy. But I no longer move hardware around or
> set it up, etc.
>
> After that, I have two users who are the first-line support for any
> desktop issue. I chose them based on interest and ability. If they can't
> do something on a desktop, they come to me and I show them how. Then they
> do it.
>
> I view this to be a good solution to your problem, especially if you can
> get one or two employees at the client to assume the role of 1st level
> support. IMO you'll have better satisfation from your client if you can
> maintain all the admin roles, so that work is done perfectly correctly.
> Then let their employees do the simpler tasks like configuring Office apps
> and printers, where your client will be glad not to pay your full rate for
> something fairly simple, and with a low probability of a big impact if
> they screw it up.
>
>
> "TimeTraveller" <TimeTraveller@xxxxxxxxxxxxxxxxxxxxxxxx> wrote in message
> news:%23M2$NW1dFHA.584@xxxxxxxxxxxxxxxxxxxxxxx
>> It depends how much they want to pay and how much time you can afford.
>>
>> I cant see any reason why you cant setup the PC's remotely.
>>
>> User puts PC in position
>> Plugs in Network cable to network point
>>
>> As long as they can get the PC to a desktop and get the user to enable
>> Remote desktop and supply the local ADMINISTRATOR PASSWORD
>> You can do everything else from your Server session
>>
>> You can also support the users directly at the desktop - Remote Desktop -
>> VNC -PCAnywhere whatever is more practical at the time
>>
>> The current Guy is basically costing a Day's wages per week - obviously
>> isnt
>> as IT literate as yourself so approach customer and charge them a DAY and
>> a
>> HALF's Salary (negotiate as required)
>>
>> This ultimately will mean the PC's are setup correctly, User issues are
>> dealt with by yourself and hopefully you will not take 8-10 hrs per week
>> fixing someone elses mistakes
>>
>> I shouldnt imagine PC changes are that often so even if you had to visit
>> the
>> site occasionally that wouldnt be too bad - you should also be able to
>> pick
>> up your vegetables for the week as well
>>
>> TT
>>
>> "Imer Satz" <imersatz@xxxxxxxxxxxxxxxxxxx> wrote in message
>> news:eX7mRN1dFHA.220@xxxxxxxxxxxxxxxxxxxxxxx
>>> 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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