IT Roles


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The Information Technology Department has several sections and each section is responsible for specific roles.

Administration
This section is responsible for purchasing computers and negotiating software program purchases for the Canada and Bermuda Territory.

Applications and Implementations
This section is responsible for developing and implementing in-house programs that are specific to The Salvation Army. These applications are designed in consultation with key stakeholders and groups of knowledgeable users who represent many ministry units. Many applications are hosted at THQ and are available across the territory via the Internet. Web applications significantly reduce costs within the territory by limiting the amount of computer hardware and technology support staff required at the ministry unit level. The Applications and Implementations section develops new programs as well as enhancements for previously published programs. This section is also responsible to ensure that documentation is developed for all programs and users are adequately trained for using developed programs.

Collaboration and Telephony
This section is responsible for managing technologies related to collaborative and communication tools and techniques within the organization. This includes Lotus Notes, video conferencing, web conferencing/collaboration, mobile devices, as well as the territorial contracts for telecommunication and Internet certifications.

Helpdesk
This section is the central point of contact for users throughout the Canada and Bermuda Territory to access the IT Department. This is where the 5,000+ computer users in the territory can go with any technical question or problem. The Helpdesk staff are technically knowledgeable, service-oriented individuals. When required, the Helpdesk will interact with other IT Department resources on behalf of the users.

Any computer-related question and problem can be sent by e-mail, fax or voice mail. The Helpdesk is staffed Monday to Thursday from 7 a.m. to 7 p.m. (EST) and on Friday from 7 a.m. to 4 p.m. (EST). Calls are handled considering both the urgency and when the call was entered.
All requests for assistance with hardware, software and program issues should go through the Helpdesk.
Helpdesk can be reached via:
Telephone: 416-422-6300
Fax: 416-422-6160
E-mail: helpdesk@can.salvationarmy.org

Technology Infrastructure
This section is responsible for all servers, printers, data storage, telecommunications, switches, etc. for THQ, DHQs and area command offices. The THQ infrastructure provides the platform for applications across the territory. Data backup for THQ and DHQ is completed by this section on a daily basis via tape backup. Ministry units with sufficient need for a server environment use contractors to implement and support the hardware and network components. Ministry unit proposals for new or upgrades to existing servers and networks are reviewed prior to DHQ/THQ approval.
Information regarding network, Internet use and security can be found on saDashboard under Technical Support, Purchasing Manual.

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