A day in the life of Andy Fairhall, SCIP Technical Support Coordinator
He’s the familiar voice at the other end of the line helping you with your IT problems and issues, but what does Andy get up to once the telephone receiver goes down? This month we put a face to the voice and follow Andy, SCIP Technical Support Coordinator. Read on to find out how he copes with his hectic workload.
Andy operates at the core of SCIP IT Support and works on the frontline to ensure your IT set-up is running smoothly and effectively. It’s incredibly important that organisations and community groups are running on secure and effective systems now, so they are equipped to survive future obstacles and setbacks the future has to hold.
First stop on my travels with Technical Support is SiS, Sussex Interpreting Services, which have been a regular client of SCIP’s for some years. Initially accessing SCIP support on an ad hoc basis, SiS is now signed up to a full support contract. Andy is called over to their offices to install a new PC and clean up the email account for a member of staff returning to the office after maternity leave.
Manu Fruteau, Administrative Development Officer at SiS, finds SCIP’s support extremely valuable:
“SCIP has always helped SiS with IT installation and with anything that can’t be done in-house. In the three months since our contract with them began we have noticed the benefits increase.”
Installing hardware and software requires site visits and frequently punctuates the day, so Andy and the tech support team make sure that phone lines back at SCIP HQ are staffed at all times. When I return to the office Doly Garcia, Technical Support Officer, is on hand to offer remote support to organisations and groups calling up for help with resetting passwords, creating new e-mail accounts or correcting problems on a servers.
I leave Andy to finish the job at SiS and when he returns to the office we talk about the variety and size of the jobs he carries out. As well as carrying out the remote work and solving most problems within 15 minutes maximum from the help desk, Andy carries out large projects that require time and expertise for successful delivery.
Most recently Andy deployed servers for Age Concern, East Sussex. With three offices and three shops in the region all needing to be linked up, it proved to be a big task. SCIP replaced all three servers, making sure the new ones communicated effectively and equipped and installed Age Concern with over 50 computers and laptops.
According to Andy a lot of charities and third sector organisations will be feeling the backlash of recent spending cuts come March 2011. He is adamant that the time and money you invest now in your organisation’s IT infrastructure will stand you in good stead for the future.
Addressing your needs now will save you money for when things really start to get tough. SCIP are here when things go wrong but we’re also here to ensure that you are prepared in the long run. If you would like to discuss IT Support with Andy, call 01273 234049 or email andy@scip.org.uk.
