Experience in IT

An official email by the HR department with employee details is received. Accounts are logged accordingly, prepared, and set up on an appropriate device based on the employment type. The device alongside with IT declaration and hardware receipt forms are distributed to the on-boarding employee for review and signature. A copy of the forms is provided to the employee. Members of the IT department will then provide a basic explanation of IT tools.

Once the IT department is informed with an off-boarding situation by the HR, the hardware is collected on the respective date. The collection process involves inspection of the device condition for damages, and signatures for return receipt. The employee is provided with a copy of the forms. All accounts and unecessary data is deleted from IT information systems, to comply with GDPR regulations.

A crucial part of IT support is the response time. Downtimes are kept as low as possible to avoid user disruptions. Front-end offices such as customer care, and high-ranked officials are given a priority. It is a normal practice to have the break time disrupted to assist users with a problem. With regards to downtimes, a follow-up is made to opt for mitigation measures to prevent a repeated occurance.

Hardware failure occurs occasionally. As a response, reserve hardware is kept for immediate replacement, sometimes temporarily. When possible and reasonable, repairs are conducted internally. In the case of hardware under warranty and repairs beyond my skills, these are returned to the seller, or outsourced to specialists individuals. Faults by negligent employees are taken note of and reported to the management.

Cutting edge problem-solving skills are applied to software faults, even more than hardware ones. Different techniques such as 'by elimination' and 'A/B testing' methodologies are used. Most software faults are related to MITA's Windows OS environment. These include but are not limited to driver crashes, bugs, and BSODs.

Cybersecurity is given a priority, and treated in a serious manner. As part of the IT department, the CIA triad principles are applied in practice. Physical access rights, and access to information systems are given only when contacted in writing. Access rights can be customised into different areas and levels. In the case of doubt, the IT department provides their opinions and suggestions from a technical aspect. In the case of services offered by MITA, a request for service ticketing system is used by the IT department for logging and monitoring purposes. As part of the IT department, it is ensured that users are assisted in front of cybersecurity threats such as phishing emails, and keeping themselves educated.

Users are provided with OneDrive backup tool on their workstation by the IT department. Adding to that, users are offered with access to online shared folders hosted on MITA's servers. These shared folders will be moving to Microsoft SharePoint in the near future, which will be a challenging data transfer project. Despite all these backup tools that are provided to users, according to government policy, data backup is still under the users' responsibility. The IT department is also equipped with storage cloning tools to easily create a copy of the data for redundancy purposes.

Documents containing personal identifiable information are kept secure and locked at the office. The data itself is kept updated, and is cross-checked from time to time against the data at the HR department. Data is deleted once an employee resigns, if it is no longer necessary to keep. In case of doubt, clarifications are made with the data protection officer of the authority. Due to exposure amongst several different users, it is ensured that employee data is not shared via grapevine communication.