Right now I am trying determine what makes the most sense in terms of tech groups.
We have five IT sub departments, Info Services which deals primarily with our ERP and applications connecting to it (previously this department was called Administrative Computing), Infrastructure which deals with our network, phone and email systems, Printing, Media Resources, and Support. Support (my area) includes a walk up help desk, phone and email support. The staff here do as much initial troubleshooting as they can and initiate a little more than half the tickets - another good sized chunk are self created by clients (students, staff and faculty). Some they resolve and some they pass along to techs in the other departments. We are small and there is a lot of crossover with tickets getting passed between the departments.
Right now there are quite a few tech groups which are basically built to support various request types. This isn't necessarily a bad thing but it feel a little messy. I was wondering if others create tech groups in this way or if they segregate by actual department. My feeling is that there is more likely to be crossover in an education environment than a more classic business setting or where there isn't a live person help desk to accompany the software. I could be wrong about that!
Thank you!
