Crazy? That would be pretty slick for me. In my current operation there are four of us supporting about 1200 users. It's quite hectic at times. Then again, many of the users need our help on a very infrequent basis.Snow-Munki said:
I got an interview!!!!!!
- Thread starter Indy500
- Start date
Snow-Munki said:
Where I work, there are currently 6 staff supporting a little under 9000 users on about 60 or so systems, across the whole of the Highlands of Scotland.
Actually, that's a little unfair. Our Helpdesk first line the calls, then they are passed to the Support team.
Oh and good luck to the OP!
Soldato
He'll be 23 then, 23's a horrible age that nobody wants to talk about 
sr4470, don't mention it in the interview unless they ask or try change the subject to maturity. Oh and good luck
Most jobs I've been on have been 200 users per member of staff. The one before this was nearer 1000 as it was thin client/Citrix so no deskside.
sr4470, don't mention it in the interview unless they ask or try change the subject to maturity. Oh and good luck
Most jobs I've been on have been 200 users per member of staff. The one before this was nearer 1000 as it was thin client/Citrix so no deskside.
Soldato
sr4470 said:
I was just wondering what age you were and link it to the 18.5k salary. Nothing dodgy, dont worry. Your safe.
Are you even early 20's??
Full job description (warning, its long):
JOB TITLE: PC Support Team Representative
DEPARTMENT: Client Services
LOCATION: Chertsey
REPORTS TO: PC Support Team Manager
JOB PURPOSE:
Develops and maintains effective ADP/Client communications in order to resolve issues relating to system performance and all functional activities. Ensures that the client is utilising appropriate system access and processing procedures and advises clients on best practice.
KEY OBJECTIVES:
1. To work to ensure all agreed Service Level Agreements (SLA’s) are adhered to
2. To assist with the daily activities of all teams for system support to ensure delivery of optimal service and the improvement of client retention and satisfaction
3. To agree resolution dates with clients and follow ups until completion.
4. To help identify any personal training requirements with the line manager to ensure knowledge levels are kept up-to-date and in line with any business changes
5. To work with other team members to offer business contingency and flexibility across all products as required
6. To research and modify ADP’s systems to meet clients’ specific needs
7. To make sure that current payroll and all product systems are understood and utilised appropriately
8. To provide comprehensive technical support to all clients at all times.
KEY DUTIES/TASKS:
• Serves as client liaison within ADP providing professional communications in answering client questions regarding all product supporting systems
• Continues to update own knowledge through available resources to ensure familiarity on all new product releases, upgrades as relevant
• Takes ownership to ensure all client phone calls, emails, faxes are fully investigated and recorded through to completion
• Responsible for escalating any enquiry to Production, BMS, TSD and SMT as appropriate for further investigation and to ensure follow up until closure of incident
• To continually keep client updated with progress of status on incidents requiring further work to resolve to effectively manage client expectations
• To ensure all incidents are logged and client provided with a CRN number to support our tracking process and reporting mechanism
• To act as contingency for other client services support teams as business demand dictates
• Continues to update knowledge of changes in the market place through available resources to ensure familiarity of Microsoft operating systems
• To be flexible to travel to other locations throughout the UK as required on occasions for client site visits
• To investigate client requirements for new installations or reinstalls and take ownership for determining best method and working practices.
• To be responsible for carrying out the installation successfully
• To carry out full testing of a product upgrade with a focus on known technical issues reported to ensure successfully implemented
• Responsible for writing Knowledge Base Articles to assist Client training
• Responsible for reviewing and advising on product capability and compatibility to both internal and external clients
• Performs other duties as required and as business dictates
SUPERVISORY RESPONSIBILITIES:
Not Applicable to this role
SKILLS AND KNOWLEDGE:
• Has good understanding of all business processes to be performed within the team
• Has excellent communication and interpersonal skills
• Ability to identify when the escalation process is required
• Ability to work in a proactive manner with the confidence to be professional, reacting to both planned and unplanned events.
• Ability to effectively interact across all departments to ensure clients needs are met
• Has the ability to work well under pressure meeting strict deadlines
• Able to prioritise own workloads
• Professionally represents ADP with all client interactions at all times
• Self-motivated, flexible, adaptable, and team player
• Able to work under own initiative without supervision
EDUCATION AND EXPERIENCE:
• Must have proven experience in IT
• 2yrs software support on Windows platforms experience essential
• Good general education
• Also an effective communicator with focus on customer service improvements and client support
• PC literate and numerate
JOB TITLE: PC Support Team Representative
DEPARTMENT: Client Services
LOCATION: Chertsey
REPORTS TO: PC Support Team Manager
JOB PURPOSE:
Develops and maintains effective ADP/Client communications in order to resolve issues relating to system performance and all functional activities. Ensures that the client is utilising appropriate system access and processing procedures and advises clients on best practice.
KEY OBJECTIVES:
1. To work to ensure all agreed Service Level Agreements (SLA’s) are adhered to
2. To assist with the daily activities of all teams for system support to ensure delivery of optimal service and the improvement of client retention and satisfaction
3. To agree resolution dates with clients and follow ups until completion.
4. To help identify any personal training requirements with the line manager to ensure knowledge levels are kept up-to-date and in line with any business changes
5. To work with other team members to offer business contingency and flexibility across all products as required
6. To research and modify ADP’s systems to meet clients’ specific needs
7. To make sure that current payroll and all product systems are understood and utilised appropriately
8. To provide comprehensive technical support to all clients at all times.
KEY DUTIES/TASKS:
• Serves as client liaison within ADP providing professional communications in answering client questions regarding all product supporting systems
• Continues to update own knowledge through available resources to ensure familiarity on all new product releases, upgrades as relevant
• Takes ownership to ensure all client phone calls, emails, faxes are fully investigated and recorded through to completion
• Responsible for escalating any enquiry to Production, BMS, TSD and SMT as appropriate for further investigation and to ensure follow up until closure of incident
• To continually keep client updated with progress of status on incidents requiring further work to resolve to effectively manage client expectations
• To ensure all incidents are logged and client provided with a CRN number to support our tracking process and reporting mechanism
• To act as contingency for other client services support teams as business demand dictates
• Continues to update knowledge of changes in the market place through available resources to ensure familiarity of Microsoft operating systems
• To be flexible to travel to other locations throughout the UK as required on occasions for client site visits
• To investigate client requirements for new installations or reinstalls and take ownership for determining best method and working practices.
• To be responsible for carrying out the installation successfully
• To carry out full testing of a product upgrade with a focus on known technical issues reported to ensure successfully implemented
• Responsible for writing Knowledge Base Articles to assist Client training
• Responsible for reviewing and advising on product capability and compatibility to both internal and external clients
• Performs other duties as required and as business dictates
SUPERVISORY RESPONSIBILITIES:
Not Applicable to this role
SKILLS AND KNOWLEDGE:
• Has good understanding of all business processes to be performed within the team
• Has excellent communication and interpersonal skills
• Ability to identify when the escalation process is required
• Ability to work in a proactive manner with the confidence to be professional, reacting to both planned and unplanned events.
• Ability to effectively interact across all departments to ensure clients needs are met
• Has the ability to work well under pressure meeting strict deadlines
• Able to prioritise own workloads
• Professionally represents ADP with all client interactions at all times
• Self-motivated, flexible, adaptable, and team player
• Able to work under own initiative without supervision
EDUCATION AND EXPERIENCE:
• Must have proven experience in IT
• 2yrs software support on Windows platforms experience essential
• Good general education
• Also an effective communicator with focus on customer service improvements and client support
• PC literate and numerate
Soldato
sr4470 said:
I know....which is why I was asking your age, and that salary.
Soldato
BillytheImpaler said:
how is that possible, no offence?
what sort of setup would that be ?
as the 170 users we had were split kinda like:
75 thin clients ( citrix)
40 laptops
40 desktops
rest remote users over vpn
we must have had 20+ servers and we were always on our feet from setting up users and deploying new kit etc etc
couldn't imagine 1200 users !!
Nearly all of our users are plain 'ol-fashioned desktops running office applications. All installations are managed using disk images so setting up a new machine is a trivial affair. Hardware is largely interchangeable so that if there is a failure documents are on a RAID'ed server and are generally safe from corruption. If a machine fails I can swap it out for a spare one in a quarter hour and the user can get back to work.
What BillytheImpaler said is quite feasable snow-munki when I was working in IT there was 3 of us supporting 1300+ users, Windows Nt clients and servers all seemed to tick along nicely, hardware failures were subcontracted out so that saved a lot of work.
Same advice from me :/Scuzi said:Congratulations, best of luck with it
A bit of friendly advice though, don't go into the interview with the attitude you had when talking to me on MSN, you'll not go far.
Good luck.
Soldato
Chaos said:
ahh... maybe that makes it a bit easier ?
as the last place i worked at, the IT team did everything including things like changing maintanance kits on printers, fitting and setting up new servers.
we weren't allowed to get 3rd party people in due to the data on the networks.
Soldato
Congrats
Associate
Snow-Munki said:
8 of us to support 12500 users for a very large NHS hospital. Now that's crazy.
On the bright side OP, you can move from Harrow to Chertsey. 2 problems solved in 1.
Last edited:
Soldato
paul@ said:
Now that sounds crazy if it is just 8 of you for everything (unless you are lucky and managed to get a think client environment in place, even then you sound understaffed). Does that include networks, servers, information & training? We have about 8 people supporting 100+ servers, 3 people supporting the network of 400'ish switches and 15 people supporting 20000+ users over 6 trusts (primary and secondary care).
Soldato
Congratulations and good luck.
Memphis said:Where I work, there are currently 6 staff supporting a little under 9000 users on about 60 or so systems, across the whole of the Highlands of Scotland.
Actually, that's a little unfair. Our Helpdesk first line the calls, then they are passed to the Support team.
Oh and good luck to the OP!
If anyone asks, were Legends a'right
In all seriousness, the last interview for a job I actually got, It went ok I guess, I got to the end and thought i'm not sure they got the message.... so I basically told them in one dramatic message just how much I wanted the job, and how hard I was prepared to work for it, I could tell by the look on there faces, that when i left, the job was mine.
Last edited: