Roles and Responsibilities

What is the expectation for the maintenance of helpdesk and its surrounding platforms

Ticket Upkeep

  • This will be a team effort

  • Each team member will be responsible for a group of departments to make sure that ?tickets? are assigned within a timely manner. (Time TBD)

  • As it currently stands each team member is responsible for:

    Michael Justin Joel Nikki
    • Card Services(P)
    • Internet Services(P)
    • Loss Prevention(P)
    • BI(P)
    • PI(P)
    • Accounting(S)
    • Finance(S)
    • ACH(S)
    • CUBI
    • Helpdesk
    • Member Outreach
    • Marketing
    • Lending
    • ARCU
    • Accounting(P)
    • Finance(P)
    • ACH(P)
    • Card Services(S)
    • Internet Services(S)
    • Loss Prevention(S)
    • BI(S)
    • PI(S)

System Admin Rights

  • Super Users
    • BI Team will have access to modify the layout helpdesk
    • Add/Remove departments to the Queue
    • Edit email templates
  • Authorized HelpDesk Users
    • Arrowhead department leads will have basic admin rights, which will provide them with a user log in for them to manage their department queues

Helpdesk Project Admin

  • Looks after the helpdesk work flow
  • Grants admin rights to super users and helpdesk end users

Data Base Maintenance

  • Manage SQL data base.
  • Moving tables from DEV to production.