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IT Support Enhancement Project

Closed
Ideal Development
Ideal Development
Port Colborne, Ontario, Canada
Ideal Development
She
Program Manager
(13)
3
Project
Academic experience
60 hours of work total
Student
Anywhere
Beginner level

Project scope

Categories
Cloud technologies Change management Security (cybersecurity and IT security) Information technology
Skills
escalation procedures self service technologies key performance indicators (kpis) service delivery improvement timelines innovation automation knowledge base workflow management
Details
The project aims to enhance the efficiency and effectiveness of our IT support services through the implementation of innovative solutions and streamlined processes. Students will collaborate with our IT team to analyze current support workflows, identify pain points, and propose and implement improvements to optimize service delivery and user satisfaction.
Deliverables
  1. IT Support Workflow Analysis: Conduct a thorough analysis of our current IT support workflows, including ticketing systems, escalation procedures, response times, and resolution rates.
  2. Gap Analysis Report: Identify gaps, bottlenecks, and inefficiencies in the existing support processes, highlighting areas for improvement and optimization.
  3. Improvement Recommendations: Propose recommendations for enhancing IT support services, such as implementing self-service portals, automation tools, knowledge base enhancements, or training programs for support staff.
  4. Implementation Plan: Develop a detailed plan outlining the steps, resources, timelines, and dependencies for implementing the proposed improvements.
  5. Solution Implementation: Execute the implementation plan, deploying new tools, processes, and procedures to enhance IT support efficiency, responsiveness, and user satisfaction.
  6. Performance Metrics Tracking: Define key performance indicators (KPIs) to measure the impact of the implemented improvements on IT support service quality, productivity, and user experience.
  7. Documentation and Training Materials: Provide comprehensive documentation and training materials covering the new support processes, tools, and best practices to facilitate smooth adoption and ongoing support.


Mentorship


  1. Access to Resources: Provide students with access to relevant IT support systems, documentation, and tools necessary for analyzing workflows and implementing improvements.
  2. Subject Matter Expertise: Assign experienced IT support professionals as mentors to guide students in understanding our support environment, identifying pain points, and developing effective solutions.
  3. Collaboration Opportunities: Facilitate collaboration between students and IT support team members to gather insights, validate recommendations, and ensure alignment with organizational goals and standards.
  4. Technical Guidance: Offer technical assistance and guidance to students during the implementation phase, helping them overcome challenges, troubleshoot issues, and ensure successful deployment of new solutions.
  5. Feedback and Review: Regularly review project progress, provide constructive feedback on proposed recommendations and implementation efforts, and offer insights for continuous improvement.

About the company

Company
https://idealdevelopment.net/
Port Colborne, Ontario, Canada
2 - 10 employees
Construction, engineering & trades, Consumer goods & services

A small owned housing company built on building sustainable homes, and achieving and mitigating homelessness.