Purpose of the technology Support Team
From time to time it is essential that an organization adjusts its internal systems to cope with increased demand or to conform to pressures arising from competition. In such instances it is common to observe the introduction of information systems. Despite the numerous benefits associated with such systems there are often difficulties that need to be overcome to allow to maximum benefit and the realization of the complete functionality of the system within an organization (Beisse, 2009).
There is a good chance that the end user could end up causing serious problems in the course of undertaking their work. During implementation training is normally offered but there is a need to provide additional support to answer the questions that arise during day to day operations. For this reason it is common for organizations to put in place technology support teams. The work of such a team would be to provide answers that users may forget easily such as configuration data, high level troubleshooting and problem solving (Beisse, 2009).
User support is a major issue in many industries and it has been reported that the projected growth within the networking and computer support industry in the US is expected to reach 25% by 2020 (Beisse, 2009). In smaller organizations this is accomplished through a peer support approach. In this approach a sales representative with prior experience on computer systems can provide the service of support to colleagues. In larger organizations, the technical department can set up a help desk to receive calls from various departments to address the support issues.
Another approach is to enlist the services of some of the staff to form a part time support team (Beisse, 2009). These individuals can work on a rotational basis to ensure there is always help on hand to solve arising issues. Regardless of the approach the team performance is crucial to the success of the implemented system. It is for this reason that this report will consider crucial factors that are essential for the success of a technology support team.
Building an Effective Technology Support Team
Among the benefits that can be garnered from working in teams is the fact that through the combined skills and expertise of the group there can be improved efficiency and results. This is observed when analyzing other team activities such as pit-stop service crews, surgery staff, etc, where each individual actor plays their part efficiently to bring about the final result. In a well orchestrated team the operation is so smooth it is difficult to recognize the role of the team leader (Duke Corporate Education, 2005).
For this reason it becomes very essential that before beginning the selection of the team the organization outlines the goals it intends to achieve. For this reason the experience of team members may not be the most crucial factor. This is because team capability is not just about identification of capable individuals but involves bringing together the correct mix of people (Duke Corporate Education, 2005).
In line with this it is important that due consideration is given to the correct number of people to make up the team. A large team may not necessarily meet the goals as it is often harder to control than a smaller group. On the other hand too few may result in too much work and inadequate expertise to cope effectively with the tasks at hand. In the selection of team members it may be wiser to consider the nature of the project before making any decisions. An example is illustrated by the Volvo Co. in 2001 when designing a concept car mainly for women. The CEO’s thought that since the ordinary teams are primarily composed of men they would be inadequate for such a project. This decision saw the selection of an all female team and the result saw the production of a very successful and feminine concept car (Duke Corporate Education, 2005).
Given that a team is a group of individuals working together it is essential to give consideration to the attitudes of the members of the unit. A common cause for disagreement within groups can be attributed to assigning of roles to team members that they are not comfortable playing. To help in choosing the right people for the right roles it has been observed that insight into the current role and future aspirations may be critical in this respect (Duke Corporate Education, 2005). The more opportunity the team provides to meet aspirations the more likely the member will be interested and committed to their role in the team. In this regard there is a common saying that there is no “I’ in team. This can be taken to signify the absence of egocentric motives and personalities in a team. A personal agenda within the team is likely to cause friction. It is important to select individuals who possess a commitment to achieving group goals for success to be attained.
Another crucial aspect in building a technology support team is the provision of adequate resources to allow the achievement of established goals. It has been observed that technology can be used effectively to make work faster and more efficient. In a similar fashion, through the use of resources such as high speed internet access, additional telephone lines, video conferencing, etc., team efficiency can be enhanced (Duke Corporate Education, 2005).
In addition to this there may be a need to access information externally and this may require subscriptions and other payments to be made. Also some internal information may require the upgrading of information access for the team. All these when appropriately handled will play a major role in the team performance and production of results. As a result of this the team member’s morale is also expected to be higher and as such efficiency can be maintained.
In addition to the above points it has been noted that it is crucial to examine a variety of ways that can be used in making team members learn. In the case of a member that needs to learn technical skills the provision of classes is an option worth giving consideration. To become an effective member of group one needs to build confidence in their ability. This additional training in the case of technical skill will provide the member the much needed skills and a boost in confidence (Midura & Glover, 2005).
In addition to boosting confidence this action will equip the team member with knowledge that allows them to earn self esteem. In a team setting performance is crucial in earning self esteem and for this reason for every member to feel a part of the team it is crucial they have what is required to earn it in their respective roles (Midura & Glover, 2005). In contrast without appropriate tools in hand it is likely that team members will become disillusioned and loose motivation to be a part of the process.
Given that a team is an existing entity within the organization its performance is likely to exhibit dynamism. For this reason an effective technology support team will require a regular diagnostic operation to ensure that it is operating efficiently and to identify and solve existing problems in time (Quick, 1992). Just as with a machine a spare part can wear out and bring the whole system to a halt. Similarly in a team there is the possibility of encountering problems as a result of minor issues. A frequent meeting or questionnaire circulated among members can be essential in identification of potential problems (Quick, 1992). The faster problems can be identified and solved the more likely the team will continue operating as desired.
Although the above are not the only things to consider when forming a technology support team they were reported among the most common factors to consider. In a team based operation it has been reported on many occasions that the development of a strong foundation is crucial for success (Maddux & Wingfield, 2003). In this regard it becomes very important to take adequate time to plan and give consideration to all important factors. When a team based activity is well planned more often than not the results will reflect the desired outcomes.
References
Beisse, F. (2009). A Guide to Computer User Support for Help Desk and Support Specialists. Boston: Course Technology Cengage Learning.
Duke Corporate Education. (2005). Building Effective Teams: Learning from the Center. Chicago: Dearborn Trade Publishing.
Maddux, R. B., & Wingfield, B. (2003). Team Building: An Exercise in Leadership. USA: Crisp Publications Inc.
Midura, D. W., & Glover, D. R. (2005). Essentials of Team Building: Principles and Practices. Champaign: Human Kinetics.
Quick, T. L. (1992). Successful Team Building. New York: Amacom.