Helpdesk / User Support
– Troubleshooting
– Desktop & Laptop Support
– Printer & Peripheral Support
– Remote Support
– On-Site Support Coordination
Software Support
– Application Troubleshooting
– Installation & Configuration
– Updates
– Vendor Escalation
Employee Technology Support
– New Employee Setup
– Role Changes & Equipment Changes
– Departure / Offboarding Support
– User Guidance & Basic Training
Best-Effort Third-Party Support
– Vendor Applications
– Payroll Applications
– Other Business Tool
User Identity & Access
– User Accounts & Groups
– Access Requests & Permissions
– Multifactor Authentication
– Account Recovery
– Access Reviews & Offboarding
Microsoft 365 Administration
– Tenant Administration
– Licensing & Subscription Management
– Exchange Online / Email
– Microsoft Teams
– SharePoint Online
– OneDrive
Collaboration & Information Access
– Shared Mailboxes & Distribution Groups
– Teams & Channel Structure
– SharePoint Sites & Document Libraries
– External Sharing & Guest Access
– Intranet Administration
Microsoft 365 Changes & Adoption
– Migration Planning & Execution
– Configuration Improvements
– Employee Guidance
– Coordination with Business Owners
Server Administration
– Server Setup & Configuration
– Operating System Administration
– Active Directory & Domain Services
– File & Print Services
– Server Maintenance
Endpoint Administration
– Desktop & Laptop Configuration
– Operating System Deployment
– Device Policies & Settings
– Updates & Patching
– Device Management
System Health & Reliability
– Monitoring & Troubleshooting
– Capacity & Performance Reviews
– Hardware Health
– Maintenance Planning
Infrastructure Improvement
– System Upgrades & Replacement
– Cloud / On-Premises Assessments
– Migration Planning
– Technical Documentation
Internet & Site Connectivity
– Internet Service Coordination
– Connectivity Troubleshooting
– Provider Escalation
– Backup Connectivity Planning
Local Networks
– Gateways & Firewalls
– Network Switches
– Wi-Fi & Access Points
– VLANs & Network Segmentation
– Network Configuration & Documentation
Remote Connectivity
– Secure Remote Access
– VPN Planning & Administration
– Site-to-Site Connectivity, Where Required
Connected Site Systems
– Camera / NVR Network Support
– Network-Connected Printers & Devices
– Cabling & Installation Coordination
– Network Monitoring & Improvements
Preventive Protection
– Endpoint Security
– Email & Phishing Protection
– Secure System Configuration
– Security Updates
– Access & Authentication Standards
Security Awareness
– Employee Guidance
– Suspicious Email Reporting
– Safe Sharing Practices
– Security Training Coordination
Security Monitoring & Response
– Security Alert Review
– Investigation & Escalation
– Incident Containment Coordination
– Recovery & Follow-Up
Risk Management
– Security Assessments
– Identification of Gaps
– Prioritized Improvement Plans
– Vendor Security Review Coordination
– Incident Response Planning
Data Organization & Storage
– Server / Shared Folder Organization
– File Ownership & Permissions
– Document Management Structure
– Storage Capacity Planning
– Data Migration & Archiving
Backup Strategy & Implementation
– 3-2-1 Backup Approach
– Three Copies, Including Production Data
– Two Different Storage / Media Types
– One Off-Site Copy
– Server / File Data Backup
– Microsoft 365 Backup
– NAS / Storage Backup
– Off-Site / Cloud Backup
Backup Operations
– Backup Monitoring
– Failed Job Investigation
– Retention & Capacity Management
– Restore Testing & Documentation
Recovery & Continuity
– File / Folder Restoration
– System Recovery
– Recovery Priorities & Time Targets
– Disaster Recovery Planning
– IT Support for Business Continuity
3-2-1 is currently in use for NW Equipment and NW Enclosures. Other company coverage remains to be assessed. Agree recovery
priorities and acceptable downtime with business leaders.
Application Administration
– User Setup & Access
– Permissions Coordination
– Licensing
– Technical Configuration
– Application Support
Business System Support
– Dynamics 365 Business Central
– Accounting Applications
– Payroll Applications
– Scheduling / Operational Applications
– Other Company-Specific Systems
Workflow & Integration
– Business Requirements Discovery
– Workflow Review
– Integration Planning
– Data Access & Security Review
– Testing & Implementation Coordination
Application Selection & Improvement
– Existing System Assessments
– Vendor / Product Evaluation
– Cross-Company Requirements
– Rollout & Training Coordination
– Ongoing Improvement
Business teams retain ownership of business rules, financial decisions and process approval. Group IT supports technology and
coordinates with application specialists.
Website Planning & Delivery
– Business Requirements & Website Purpose
– Website Structure & Design Coordination
– Content & Image Coordination
– Development / Vendor Coordination
– Testing & Launch
Website Administration
– Content Update Coordination
– Technical Maintenance
– Website Backup & Recovery
– Availability & Issue Resolution
Domains & Hosting
– Domain Registration & Renewals
– DNS Administration
– Hosting Coordination
– SSL / Certificate Management
Digital Improvements
– Contact Forms & Enquiry Routing
– Website Analytics Setup
– Business System Integration Planning
– Website Improvement Reviews
Requirements & Procurement
– Business Needs Assessment
– Equipment Standards
– Product / Supplier Comparison
– Quote & Purchase Coordination
– Budget Planning
Setup & Deployment
– Device Provisioning
– Configuration & Software Installation
– Security Setup
– Employee Assignment
– Deployment & Handover
Asset Management
– Hardware Inventory
– Ownership & Location Records
– Warranty Tracking
– Repairs & Maintenance
– Replacement Planning
Retirement & Disposal
– Equipment Collection
– Access / Management Removal
– Secure Data Removal
– Reuse or Disposal Coordination
– Asset Record Updates
IT Planning & Governance
– Business-First Discovery
– Company & Group IT Priorities
– Technology Roadmaps
– Budget & Investment Planning
– Service Ownership & Responsibilities
Vendor & Subscription Management
– Vendor Coordination & Escalation
– Contracts & Renewal Tracking
– Subscription Reviews
– Service / Support Arrangements
– Cost & Duplication Reviews
IT Documentation & Administration
– Systems & Network Documentation
– Service Catalogue
– Company × Service Matrix
– Procedures & Recovery Instructions
– Secure Administrative Record Management
Change & Continuous Improvement
– Change Planning
– Testing & Rollout Coordination
– Stakeholder Communication
– Post-Implementation Review
– Improvements to Reliability & Efficiency