Tuesday, August 09, 2016

The ITS Extended Technical Support (ETS) workgroup provides desktop support to users across campus. The group has seen significant growth in the past year through the OneIT End User Support initiative, enabling a new organizational structure to improve services for campus.

The economies of scale allow formation of new teams within ETS to serve geographic areas and groups of departments. The “neighborhoods” will be served by teams comprising a player/coach as a team lead, three to five IT support staff, and student employees. Team leads will continue to provide day-to-day tech support along with new supervisory responsibilities.

Consulting with each collegiate or administrative IT Director, each neighborhood will be slightly customized to meet specific customer needs while utilizing as many standard processes, systems, and services as possible to increase efficiency of day-to-day support across campus.

Initial teams are expected to be formed by late September; additional teams and adjustments will be made as the service grows. For questions, contact shawn-potter@uiowa.edu

Project: 
End User Support