Dear ICIT Team:
Thank you very much for the valuable feedback you provided during our last divisional meeting. You identified many opportunities for process improvement and made clear that we are in urgent need for “MORE RESOURCES”.
So this is where we will focus first:
Most of you suggested creating a position of User Support Manager (or something along those lines). We will be posting this position in the next week. This person will be leading the team responsible for various aspects of workstation environment. The main goals will be to make sure that:
a) our workstation environment addresses the needs of UW-W community while aligning with industry standards and best practices,
b) the enterprise software is rolled out timely and effectively,
c) efforts of T1, T2 and T3 are coordinated appropriately, and
d) our customers are served efficiently and reliably.
The other recommendation was to allocate more resources to workstation management. To that end, we will be creating a new workstation technologist position. This person will be responsible for the enterprise software deployment process (evaluation of new releases, management of patches and rollouts), quality assurance process, advance troubleshooting and other tasks associated with computer software deployment and maintenance.
Once we are staffed, we will start working on the process improvement suggestions you made.
Thanks again for your input. Please, keep it coming, I am sure you have other ideas and suggestions to make our organization work better and to provide the best customer service we can!
Elena