Riordan It Support for Hangzhou
Riordan’s management has developed a five-year strategic plan for coordinating the relocation of the Hangzhou manufacturing plant facility to Shanghai. This plan includes all factors involved with the relocation including dedicated, continued IT support for other departments during such. Plastic manufacturing is the most integral focus of the Riordan organization; however; management do realize that its businesses is increasingly dependent on IT support services to maintain mission-critical operations throughout the organization from high-volume financial transactions to web-based, global consumer commerce. In order to ensure a continuity of IT support operations; a business continuity plan has been developed and enacted to provide continued IT support and mitigate any downtime during the move.
Before the relocation plan takes effect; Riordan plans to minimize any and all disruptions to its IT support operations and prioritize the mitigation steps to be taken so that business objectives are not disrupted. As part of the IT services Business Continuity Plan (BCP); Riordan plans to sustain IT support functions during the relocation by redirecting telephone support calls to the Riordan headquarters located in San Jose, California. Riordan’s San Jose facility is the only one that is comparable in size, personnel, and infrastructure to its overseas counterpart that would be able to handle the increased demand for IT support. Additional qualified, bi-lingual IT technicians would also be brought on; to provide a balance between technicians and the increased in calls. The individuals would be hired either on a permanent or out-sourced contract basis. The purpose of the increase personnel would be to be to create balanced capacity management which would ensure Riordan’s IT department continues to deliver satisfactory IT services.
The roles of IT telephone support representative would involve those of a typical service desk representative seen in many other IT departments. A few examples of the duties performed include over the telephone Tier 1 support, user account access administration, assisting with hardware and software configuration or installation, troubleshooting of hardware and software, incident management, ticket management, etc. These individuals would also be responsible for assigning tickets to the higher levels of technical helps such as