Report

Read the case study and develop your IT support strategy.

MedTec Limited (MTL), a small local software company in Greenlane selling medical software to medical clinics, is planning to expand their store next year to provide coverage for the greater Auckland area. MTL hopes to increase their support staff in the Help Desk office to 20 members reporting to a Supervisor as their sales volume is rapidly increasing. MTL will have at least 30 computer devices (including printers and servers). This number may increase by 50% next year as they hope to service the North Island by having additional offices in Whangarei and Wellington. Initially MTL will have an agreement with Cyclone Machines to lease computer equipment including computers, printers and other peripherals. This agreement also includes the maintenance of the leased equipment. MTL will purchase its own servers and networks and maintain these themselves. MTL already have two specialists to see to the development and maintenance of their network. The company would like you to make recommendations to help them design the physical layout of their Help Desk office, software they would need to purchase to manage the incident management process as well as important elements to enhance the outlook and effective functioning of the office.

Your manager has asked you to write an IT support strategy that will support MTL'sHelp Desk and support staff.

In particular, you need to investigate and make a recommendation in these four sections:

1. Recommend a way of providing the user support function.

Discuss at least TWO alternatives looking at costings as well as advantages and disadvantages of each alternative and make a recommendation.

2. Design 3 job descriptions

One each for Level 1 and 2 Help Desk operators and one for a Supervisor.

3. Recommend what software they need to purchase to manage the incident management process.

Discuss at least TWO alternatives looking at costings as well as advantages and disadvantages of each alternative. Additionally, you would need to discuss features, training and support (and any other information that you feel is important to highlight) - all these should also be displayed in a comparison table with relevant headings. Make a recommendation as to which alternative would be suitable.

4. Design the physical layout for 20 support staff members in the Help Desk office (with relevant image) for the effective use of office space as well as discuss at least four elements that contributes towards the effective functioning and harmonyof the office.

Your final recommendation needs to be supported by your discussion and may be an amalgamation of alternatives.

Each section should be at least two pages long.

You need to present your IT support strategy as a report with an introduction, discussions and recommendations and a reference list using APA referencing.

Section 3 Presentation

You will be required to do a presentation to the class about your findings on one of the sections from above.