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IT Support Staff

Description​

The IT Support Staff at AANP are responsible for managing the technical infrastructure, providing application support, and handling reporting requests. This includes supporting internal users with their IT needs, maintaining the network and systems, and ensuring data security and integrity.

Current Processes​

  • Application Support: Handling internal requests related to software applications, troubleshooting issues, and providing solutions.
  • Network Maintenance: Managing and maintaining the organization's network infrastructure to ensure seamless connectivity and performance.
  • Reporting Requests: Generating and providing reports based on data from various systems as requested by internal users.
  • User Support: Offering technical support to AANP staff via phone, email, and live chat, resolving issues related to hardware and software.
  • System Monitoring: Continuously monitoring systems to detect and address any potential issues or breaches.

Future Processes and Capabilities​

  • Automated Issue Resolution: Implementing automated tools to resolve common issues without human intervention.
  • Enhanced Data Analytics: Improving data analytics capabilities to provide more detailed and actionable insights.
  • Proactive Support: Setting up systems to predict and address potential issues before they impact users.
  • Integrated Support Systems: Integrating various support systems to provide a unified support experience for users.

Security/Access​

  • Role-Based Access Control: Ensuring staff have appropriate access levels to sensitive data and systems.
  • Secure Data Handling: Maintaining high standards of data security and privacy in all IT support processes.
  • Access Restrictions: Implementing strict access controls to ensure certain support tickets are only visible to authorized personnel.

Features of the System​

  • Centralized Support Dashboard: A comprehensive dashboard to manage all support requests and track their status.
  • Knowledge Base Integration: Seamless integration with a knowledge base to provide users with self-service solutions.
  • User-Friendly Interface: An intuitive interface for both IT Support Staff and users to navigate support tools and resources.

Tasks​

  • Resolve Support Requests: Address and resolve technical support requests from internal users.
  • Maintain Systems: Ensure all IT systems and networks are running smoothly and securely.
  • Generate Reports: Create and distribute reports based on user requests and system data.
  • Provide Technical Guidance: Assist users with technical issues and provide guidance on best practices.

Automations​

  • Automated Ticket Routing: Automatically route tickets to the appropriate support staff based on issue type and severity.
  • Status Updates: Automatic updates to users on the status of their support requests.
  • Reminder Notifications: Automated reminders for pending and overdue support requests.

Pain Points​

  • High Volume of Requests: Managing a large number of support requests can be overwhelming.
  • Manual Processes: Many support processes are currently manual and time-consuming.
  • System Integration: Challenges with integrating data across different support systems.

Wishlists​

  • Advanced Automation: More advanced automation to handle routine support tasks and free up staff for more complex issues.
  • Better System Integration: Improved integration between different support and operational systems.
  • Enhanced User Training: Better training resources to help users resolve common issues independently.

Historical User Feedback​

  • Positive Feedback: Users appreciate the prompt and effective support provided by the IT Support Staff.
  • Areas for Improvement: Users have requested more self-service options and faster resolution times for support requests.

References​

This detailed Persona document captures the key aspects of the IT Support Staff's roles, processes, and needs.

Approvals / Signoffs​

RoleNameSignatureDate
Business Analyst
Technical Lead
Stakeholder

Please review this persona and let me know if there are any adjustments or additional details required.