The Information System and Telecommunication Unit (ISTU) have several functions. It provides the users a single point of contact, to receive help on various computer issues. The ISTU typically manages its requests via Phone Call Requests and Help Desk Software, such as a Numara Track-It or SysAid Technologies, that allows us to track user requests with a unique number. This gives the ISTU the ability to monitor the user environment for issues from technical problems to user preferences and satisfaction. The ISTU maintain the Internet, WiFi, give technical services (PC maintenance and assembly), software support, IP telephony and many other tasks.
Deskside team (Ext. 2342)
The deskside team is responsible for the desktops, laptops, and peripherals, such as PDAs. They set up and configure computers for new users and are typically responsible for any physical work relating to the computers such as repairing software or hardware issues and moving workstations to another location.
Network team (Jorge Ramírez, Ext. 2308 and Cornelio Martínez, Ext. 2341
The network team is responsible for the network software, hardware and infrastructure such as servers, switches, backup systems and firewalls. They are responsible for the network services such as email, file, and security.
Server team (Cornelio Martínez @ Ext. 2341)
The server team is responsible for most, if not all, of the servers within the organization. This includes, but is not limited to, DNS or Domain Name System Servers, (Network Authentication, Network Shares, Network Resources, Email accounts, and all aspects of server software. It also includes more advanced services such as databases, Storage or Content Management Systems, specialized proprietary services, and other industry-specific server-based applications.
Other teams (Jorge Ramirez @ Ext. 2308)
Other teams are a telecom team that is responsible for the phone infrastructure such as PBX, voicemail, VOIP, telephone sets, modems and fax machines. They are responsible for configuring and moving telephone numbers, voicemail setup and configuration.
Not all of the help desk staff and supporting IT staff are in the same location. With remote access applications, technicians are able to solve many help desk issues from another location or their home office (Jorge Ramirez). There is a need for on-site support to physically work on some help desk issues; however, help desks are able to be more flexible with their remote support.