IT Shared Services
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Helpdesk Officer Duties: - Receive and log IT requests and issues from branches - Fulfill requests within their authority and follow up - Communicate with branch clients Skills: - Customer service and help desk methodologies - Strong communication, listening and customer service skills - Knowledge of IT processes, policies and procedures Knowledge: - Tracking systems, IT services, and products - Microsoft office tools - Local laws and work planning
IT Shared Services
- 3. IT Shared Service. Introduction IT shared services model optimises the company investment in IT services, systems and infrastructure to achieve the company strategic outcomes
- 4. Benefits…
- 5. Why Implement a Shared Service Center? Tactical vs. Strategic Business Drivers HighLow Medium TACTICAL HighLowMedium STRATEGIC Improve Service Levels Process More with Same/Less Process Standardization Process Improvements Increase Control Data Visibility Coordinate IT Accelerate ERP Implementation Headcount Reduction Increasing (sustainable) value/continuous improvement as f(x) of time
- 6. 6 Overwhelming Evidence of Proven Financial Benefits From SSCs Average ROI for shared services implementation is about 20 percent Average payback period approximately three years 74 percent meet or exceed their financial targets Measurable direct bottom-line impact, e.g. up to 45% reduction of finance cost through shared services Shared services also deliver on intangible benefits Such as productivity, quality and customer service
- 7. Benefits HQ ( CC main offices) Control operations Reduced risk Better alignment of IT plans and budgets with CC strategy Cost benefits and improved quality through standardization Branches Local IT staff can build on central and concentrate on unique services reduced technology purchases Improved practices Ability to “mix and match” service components on a local and shared level
- 8. Benefits (continued) End users - Experience more responsive and consistent quality services IT staff - Improved career paths and development opportunities - Increased opportunities for mobility and specialisation - Reduction of re-inventing the wheel
- 9. Benefits (continued) Prepare Infrastructure for VOIP Connection Prepare Infrastructure for smooth Data transfer Prepare Infrastructure for branches to use all the IT services available in HQ ( HR / accounting / EPM / expenses s…etc)
- 10. Project Phases … Prepare HQ Infrastructure Prepare Branch Infrastructure Deploy Ready System to branches Prepare Remaining HQ IT Systems Deploy remaining IT services in Branches Fully Operate Shared services
- 11. 1- Prepare HQ IT Infrastructure Prepare VPN Server √ Reserve storage for every Branch to store Data in HQ √ Build User account √ Build Emails for the branches √ Increase Internet Line
- 12. 2- Prepare Branches IT Infrastructure Install Firewall with VPN Capabilities Install Server for centralized administration & Storage Build Sync Between two Branches
- 13. Deploy Ready System to branches Microsoft outlook Printing services File services Portal Centralized Licenses
- 14. 3- Prepare HQ IT Systems Update HR system to include Branches employees Record Update BMS system to include branches in the structure Update Accounting system to include branches Update EPM system
- 15. Deploy remaining IT services in Branches Provide Private cloud to store data in CC-HQ Provide IT Service to the branches Expenses ( leave / vacation / transportation / travel HR / Accounting / EPM
- 16. 5- Operate Deliver Services Account management Incident management Change management Financial management Request fulfillment Remote services Monitor performance Request HQ Requirements Log files Communication Documentation HQ Branch 1 Branch 2
- 17. Org Structure…
- 19. IT Manager Duties Knowledge Manages IT functions Manage IT team Develop & implement the Group’s IT strategy Provide the needed IT training to the group’s staff Operating Agreements, including SLAs Performance reporting Issue Management Performance Measures (KPIs) Tracking system Technical knowledge of implementing ERP packages, networking and I.T environment management
- 20. Helpdesk Liaison Officer Duties Skills Knowledge Receive & log requests & issues Fulfill requests within area of authority Cover IT requests Follow up on requests Communicate with clients Maintain strong working relationships with clients Customer Help Desk methodologies Knowledge of processes Policies & Procedures Tracking system Services & product knowledge Local Laws Work Planning Interpretation of Data Problem Solving Communication Skills Customer Service Listening skills Use Microsoft software (office tools)