User Services
Business Analysts
The Business Analysis function of the IT Department will be in place by Spring 2009. This function will be accomplished through a reorganization of current positions and funding so that there is no increase in cost to the taxpayer. The purpose of the Business Analysis section is to provide proactive review of business processes for all City departments to help provide those key services more effectively and efficiently. The primary way Business Analysts will accomplish this task is through analyzing the critical processes of every City department, developing IT plans for each department, laying out the department goals, and creating a prioritized list of projects that can accomplish these goals.
User Support
User Support Technicians staff the IT Helpdesk and respond to employee questions and requests for service. Staff respond either over the telephone, with personal on-site help, or by communicating through E-mail. Over 1,500 workstations are supported, including all hardware, software, printers, and related equipment.
The Helpdesk staff utilizes a standardized software package to track requests for service. Our service management system provides information on the status and activities of each request. This system enables the Helpdesk staff to prioritize their responsibilities in order to respond in the most efficient manner possible.
As part of the City's technology upgrade program, User Support Technicians have deployed more than 720 new workstations over the past three years. New workstations are installed with current versions of Microsoft Office, our standard desktop software.
- Armory Building § 602 Robert D Ray Drive
- Des Moines, Iowa 50309-1881
- Phone: (515) 283-4060 § Fax: (515) 237-1775
- E-mail: it@dmgov.org § Web Site:http://www.dmgov.org