[27724] in resnet
Re: Extended or 24/7 IT Help Desk Hours
daemon@ATHENA.MIT.EDU (Rizzo, Jim)
Mon Jun 4 10:56:31 2012
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Message-ID: <CBF2426C.258CF%jrizzo@providence.edu>
Date: Mon, 4 Jun 2012 14:53:44 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "Rizzo, Jim" <JRIZZO@providence.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <3E94D84A5D5C9B428E4FB522831B0B2030B9BC4B8A@EXCHMAIL-VS.mercyhurst.local>
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We don=92t have a 24/7 Helpdesk, but have not-so-seriously looked into it. =
We decided it wasn't worthwhile for us. Our hours during the academic year =
are:
Sunday: 9am to midnight
Monday-Thursday: 8am to midnight
Friday: 8am to 8pm
Saturday: 9am to 5pm
We have the primary hours people would need us covered. Our staffing is as =
follows.
2 FTE's =96 I work Mon-Fri 8:30-4:30, the other works Sun-Thurs 4pm to midn=
ight
5 graduate assistants (20 hours per week each)
20-30 undergraduates who work up to 20 hours per week
We have our main help desk and a remote desk in the library that we staff. =
GA's cover the desk in the library as well as the hours that neither FTE ar=
e at our main help desk. The undergraduates vary depending on my needs for =
shifts being covered. I generally require students work at least 8 hours pe=
r week, but sometimes those who sign up later don't get a full 8 hours whic=
h they can work, which often means I hire others to fill the open shifts. G=
A's work one at a time for each shift. Undergrads work 2 at a time in the m=
ain Helpdesk and one at a time in the desk in the Library.
Additionally, my director has an office in the same suite as our Helpdesk, =
so that is kinda like having an additional FTE here. It wasn't always that =
way. This is the first year the Helpdesk was in this space. It has worked o=
ut quite well, though.
--
Jim Rizzo
Helpdesk Manager
Providence College Information Technology
(401) 865-1277
AIM: JRizzoPC
http://itweb.providence.edu/helpdesk
http://selfhelp.providence.edu
Find us on Facebook!
http://www.facebook.com/ProvCollHelpDesk
Follow us on Twitter!
http://twitter.com/PCITHelpdesk
From: <Cox>, Hannah <hcox@mercyhurst.edu<mailto:hcox@mercyhurst.edu>>
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu<mailto:RESNET-L@listserv.n=
d.edu>>
Date: Monday, June 4, 2012 10:31 AM
To: Resnet Forum <RESNET-L@listserv.nd.edu<mailto:RESNET-L@listserv.nd.edu>=
>
Subject: [RESNET-L] Extended or 24/7 IT Help Desk Hours
There has recently been a major push for our IT Help Desk to extend our hou=
rs beyond being open 12 hours a day during the week and 4 hours a day over =
the weekend and to possibly go with 24/7 support. I am currently the only f=
ull time employee at the Help Desk with about 12 student employees.
Are there any schools that have a 24/7 IT Help Desk? If so, is it outsource=
d or managed internally? If you manage your Help Desk internally, what are =
your staffing needs?
Thanks,
Hannah Cox
Help Desk Manager
Mercyhurst University
824-3301
hcox@mercyhurst.edu<mailto:hcox@mercyhurst.edu>
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
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<div>
<div>
<div>We don=92t have a 24/7 Helpdesk, but have not-so-seriously looked into=
it. We decided it wasn't worthwhile for us. Our hours during the academic =
year are:</div>
<div><br>
</div>
<div>Sunday: 9am to midnight</div>
<div>Monday-Thursday: 8am to midnight</div>
<div>Friday: 8am to 8pm</div>
<div>Saturday: 9am to 5pm</div>
<div><br>
</div>
<div>We have the primary hours people would need us covered. Our staffing i=
s as follows.</div>
<div><br>
</div>
<div>2 FTE's =96 I work Mon-Fri 8:30-4:30, the other works Sun-Thurs 4pm to=
midnight</div>
<div>5 graduate assistants (20 hours per week each)</div>
<div>20-30 undergraduates who work up to 20 hours per week</div>
<div><br>
</div>
<div>We have our main help desk and a remote desk in the library that we st=
aff. GA's cover the desk in the library as well as the hours that neither F=
TE are at our main help desk. The undergraduates vary depending on my needs=
for shifts being covered. I generally
require students work at least 8 hours per week, but sometimes those who s=
ign up later don't get a full 8 hours which they can work, which often mean=
s I hire others to fill the open shifts. GA's work one at a time for each s=
hift. Undergrads work 2 at a time
in the main Helpdesk and one at a time in the desk in the Library.</div>
<div><br>
</div>
<div>Additionally, my director has an office in the same suite as our Helpd=
esk, so that is kinda like having an additional FTE here. It wasn't always =
that way. This is the first year the Helpdesk was in this space. It has wor=
ked out quite well, though.</div>
<div>
<div>
<div>-- </div>
<div>Jim Rizzo</div>
</div>
<div>Helpdesk Manager</div>
<div>Providence College Information Technology</div>
<div>(401) 865-1277</div>
<div>AIM: JRizzoPC</div>
<div><a href=3D"http://itweb.providence.edu/helpdesk">http://itweb.providen=
ce.edu/helpdesk</a></div>
<div><a href=3D"http://selfhelp.providence.edu">http://selfhelp.providence.=
edu</a></div>
<div><br>
</div>
<div>Find us on Facebook!</div>
<div><a href=3D"http://www.facebook.com/ProvCollHelpDesk">http://www.facebo=
ok.com/ProvCollHelpDesk</a></div>
<div><br>
</div>
<div>Follow us on Twitter!</div>
<div><a href=3D"http://twitter.com/PCITHelpdesk">http://twitter.com/PCITHel=
pdesk</a></div>
</div>
</div>
</div>
<div><br>
</div>
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<span style=3D"font-weight:bold">From: </span><Cox>, Hannah <<a hr=
ef=3D"mailto:hcox@mercyhurst.edu">hcox@mercyhurst.edu</a>><br>
<span style=3D"font-weight:bold">Reply-To: </span>Resnet Forum <<a href=
=3D"mailto:RESNET-L@listserv.nd.edu">RESNET-L@listserv.nd.edu</a>><br>
<span style=3D"font-weight:bold">Date: </span>Monday, June 4, 2012 10:31 AM=
<br>
<span style=3D"font-weight:bold">To: </span>Resnet Forum <<a href=3D"mai=
lto:RESNET-L@listserv.nd.edu">RESNET-L@listserv.nd.edu</a>><br>
<span style=3D"font-weight:bold">Subject: </span>[RESNET-L] Extended or 24/=
7 IT Help Desk Hours<br>
</div>
<div><br>
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<p class=3D"MsoNormal"><span style=3D"color:black">There has recently been =
a major push for our IT Help Desk to extend our hours beyond being open 12 =
hours a day during the week and 4 hours a day over the weekend and to possi=
bly go with 24/7 support. I am currently
the only full time employee at the Help Desk with about 12 student employe=
es. <o:p>
</o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:black"><o:p> </o:p></span>=
</p>
<p class=3D"MsoNormal"><span style=3D"color:black">Are there any schools th=
at have a 24/7 IT Help Desk? If so, is it outsourced or managed internally?=
If you manage your Help Desk internally, what are your staffing needs?<o:p=
></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:black"><o:p> </o:p></span>=
</p>
<p class=3D"MsoNormal"><span style=3D"color:black">Thanks,<o:p></o:p></span=
></p>
<p class=3D"MsoNormal"><span style=3D"color:black">Hannah Cox</span><span s=
tyle=3D"color:black"><o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:black">Help Desk Manager</span>=
<span style=3D"color:black"><o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:black">Mercyhurst University</s=
pan><span style=3D"color:black"><o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:black">824-3301</span><span sty=
le=3D"color:black"><o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"color:black"><a href=3D"mailto:hcox@m=
ercyhurst.edu"><span style=3D"color:black">hcox@mercyhurst.edu</span></a></=
span><span style=3D"color:black"><o:p></o:p></span></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
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