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)     | - CUBI	      | - Lending	  | - Accounting(P)	   |
	| - Internet Services(P) | - Helpdesk	      | - ARCU		  | - Finance(P)	   |
	| - Loss Prevention(P)   | - Member Outreach  | 		  | - ACH(P)		   |
	| - BI(P)	         | - Marketing	      |  		  | - Card Services(S)     |
	| - PI(P)	         |		      |		          | - Internet Services(S) |
        | - Accounting(S)        |                    |                   | - Loss Prevention(S)   |
	| - Finance(S)  	 |	 	      |	    	          | - BI(S)		   |
	| - ACH(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.