Client Services

Career Path and Job Descriptions

The IST Client Services career path starts at a USG 5 (Client Support Assistant) and ends at a USG 13 (Senior Computing Consultant). The current career path and job descriptions were modifed in March 2011.

Accountability

Client Services is responsible for:

the desktop computing environment, software packages, tools and techniques required to provide a coherent electronic working environment for all members of the UW community and
the consulting, training, communications, support and services required to support this environment.

Desktop Computing Environment

maintain an awareness of suitable software for use on the electronic desktop by tracking emerging technologies, software requirements of various groups at UW;
identify candidates for the supported and recommended software list for use on the electronic desktop;
support appropriate distribution methods for software, e.g., CHIP, Home & Security CD, Software Depot;
ensure client awareness of software and its uses by developing comprehensive web pages;
where applicable, develop templates, macros, web page techniques etc. for use within IST, which can serve as examples for the University community, and can be easily modified by them for their own use.

Consulting

IST Help Desk in the CHIP;
consulting and liaison with the faculties and the faculty consulting offices;
specialty consulting, including the use of mathematical and scientific software packages, survey processing and statistical software;
consulting and liaison with the academic support units.

Training

development and delivery of skill development training programs offered to UW staff, Instructors and Researchers, Students, and IT Professionals;
assessment of core computer skills required by various user groups and development of specialized training programs to meet their needs;
coordination of professional development seminars for IT professionals.

Communications

IST Web pages: home page, server-side include for secondary pages, What's New, ...
Client Services Web Pages: the CHIP, IST Courses, a wiki, ...
user documentation, searchable FAQs: Dial-Up Services, Nexus manual and FAQ ...
IST brochures and fliers: Course Brochure, the CHIP, ...
defining our image in communications devices. This would include templates and guidelines for web pages and other communications devices;
liaison with faculties and academic departments.

Support

management of the orderly replacement of desktop hardware in the academic support areas (desktop rollover);
Web support: Web Advisory Committee and Web Operations Team, web maintenance, training, support, technology tracking and assessment;
support of computer support staff in the Academic Support Units (Admin. Support Group)
management of the IST Request system for the recording, assignment, tracking, resolution and follow-up for all client-initiated problem reports
clientr support in general.

Services

operation of the IST Computing Help and Information Place (CHIP) as the primary point-of-contact for IST services;
interface to the Hardware and Communications Support groups for installations and repairs;
support for specialty services provided in the CHIP (laser printing, OMR, Mark Exam Scoring, scanning)
distribution of University-licensed software
processing of all applications for IST services (e.g. dial-up server userids, printing, backups)
userid administration on IST provided Unix and Windows servers.
account management for chargeable services (e.g. dial-up server, printing)
printing services for corporate applications.

Project Management

provide project leadership for a number of IST projects
- Exchange Calendar Implementation
- Office 2010 Deployment and Support
- Investigation into SharePoint 2010
- Waterloo CMS Project

Organization

Working in an integrated environment, all staff participate in all of the Client Services functions described above. To provide the necessary focus on each major service area, staff are organized into the following groups:

Desktop Support, Academic Support Areas: trouble shooting, consulting, desktop rollover, liaison
Faculty Consulting and Liaison: faculty consultants
Scientific Computing Support: consultants specializing in support for math/scientific software
Web Support Team: web training and support
CHIP - Computing Help & Information Place: help desk, software distribution
General Services: accounts, printing, scanning

Current Initiatives

Client Services strives to provide quality services to its clients and is constantly reviewing its services. We follow a change management process and maintain a list of current issues and our priorities and plans which include:

Managing a desktop rollover program for the academic support units to manage the ongoing renewal of desktop computers.
Developing and delivering high quality computer training programs for computer users and computing support staff.
Tracking the evolution of Web technologies included Web Content Management Systems.
Continuing to support the evolution and transformation of the electronic workplace by taking advantage of evolving technologies.

Last updated by Bob Hicks, April 8, 2011 .

Organization Structure