Frontline Support Role

  • Man the Forum support area (am and pm) and AT support office (pm). AT will be manned all day at beginning of semester only.

  • Check, prioritise and respond to RT tickets, giving prompt responses and resolving issues as quickly as possible.

  • Check the lcfg page to identify 'problematic' machines plus check Monday "LCFG Check" e-mails.

  • Check the status of backup tapes.

  • Check the lpstat e-mails and respond as necessary

Support Backup Role

50% of the senior CSOs time is allocated to support backup. The rest of the time is spent on Unit work where they will not be expected to provide support cover except in exceptional circumstances. When on Forum backup, they are expected to work in the support area.

  • Support backup duties:

  • Regularly check and respond to RT tickets, either by taking and answering them or adding comments that will help the support CSOs to resolve the ticket. BY adding comments, this does not infer ownership.

  • Provide advice and help to support the CSOs where required.

  • Provide holiday/sick cover.

  • Provide cover on Thursdays for the Frontline Support Person.

-- AlisonDownie - 07 Feb 2011

Topic revision: r3 - 26 Aug 2019 - 15:46:54 - CarolDow
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