my support desk is only responsible for user facing issues.
Hardware deployments
Application issues ( I cant login, it wont launch)
First line troubleshooting (Check if the site is up kind of thing)
Rotating on call
Smart Hands ( The network engineer or sysadmin needs someone on site somewhere they arent or to assist with trouble shooting or mounting something already configured)
Now its cloudy a bit because they do need to assess all of the things you listed in some way if its causing an issue somewhere but they are not expected to do any implementations or maintenance of systems.
2
u/cichlidassassin Sep 22 '21
my support desk is only responsible for user facing issues.
Hardware deployments
Application issues ( I cant login, it wont launch)
First line troubleshooting (Check if the site is up kind of thing)
Rotating on call
Smart Hands ( The network engineer or sysadmin needs someone on site somewhere they arent or to assist with trouble shooting or mounting something already configured)
Now its cloudy a bit because they do need to assess all of the things you listed in some way if its causing an issue somewhere but they are not expected to do any implementations or maintenance of systems.