[27726] in resnet
Re: Extended or 24/7 IT Help Desk Hours
daemon@ATHENA.MIT.EDU (Paul Hall)
Mon Jun 4 11:50:44 2012
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Message-ID: <85DDFB6D-55A5-4187-B8A4-645BD6011E3A@csumb.edu>
Date: Mon, 4 Jun 2012 08:45:00 -0700
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From: Paul Hall <phall@csumb.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <3E94D84A5D5C9B428E4FB522831B0B2030B9BC4B8A@EXCHMAIL-VS.mercyhurst.local>
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We did a pilot a handful of years ago to extended helpdesk hours until =
midnight based on demand like you stated below. In reality after about =
7pm didn't get a single call.. After about 3 months we discontinued the =
pilot.=20
Paul Hall
Senior Operations Analyst
Network Operations
IT =95 CSU Monterey Bay
(831) 582-3802
paul@csumb.edu
On Jun 4, 2012, at 7:31 AM, Cox, Hannah wrote:
> 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 possibly go with 24/7 support. I am =
currently the only full time employee at the Help Desk with about 12 =
student employees.
> =20
> Are there any schools that 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?
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<html><head></head><body style=3D"word-wrap: break-word; =
-webkit-nbsp-mode: space; -webkit-line-break: after-white-space; ">We =
did a pilot a handful of years ago to extended helpdesk hours until =
midnight based on demand like you stated below. In reality after about =
7pm didn't get a single call.. After about 3 months we discontinued the =
pilot. <div><br><div apple-content-edited=3D"true">
<span class=3D"Apple-style-span" style=3D"border-collapse: separate; =
color: rgb(0, 0, 0); font-family: Helvetica; font-style: normal; =
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-webkit-border-vertical-spacing: 0px; =
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auto; -webkit-text-stroke-width: 0px; font-size: medium; "><span =
class=3D"Apple-style-span" style=3D"border-collapse: separate; color: =
rgb(0, 0, 0); font-family: Helvetica; font-style: normal; font-variant: =
normal; font-weight: normal; letter-spacing: normal; line-height: =
normal; orphans: 2; text-align: -webkit-auto; text-indent: 0px; =
text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; =
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0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: =
auto; -webkit-text-stroke-width: 0px; font-size: medium; "><div =
style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; =
-webkit-line-break: after-white-space; "><span class=3D"Apple-style-span" =
style=3D"border-collapse: separate; color: rgb(0, 0, 0); font-family: =
Helvetica; font-style: normal; font-variant: normal; font-weight: =
normal; letter-spacing: normal; line-height: normal; orphans: 2; =
text-align: -webkit-auto; text-indent: 0px; text-transform: none; =
white-space: normal; widows: 2; word-spacing: 0px; =
-webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: =
0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: =
auto; -webkit-text-stroke-width: 0px; font-size: medium; "><div =
style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; =
-webkit-line-break: after-white-space; "><span class=3D"Apple-style-span" =
style=3D"border-collapse: separate; color: rgb(0, 0, 0); font-family: =
Helvetica; font-style: normal; font-variant: normal; font-weight: =
normal; letter-spacing: normal; line-height: normal; orphans: 2; =
text-align: -webkit-auto; text-indent: 0px; text-transform: none; =
white-space: normal; widows: 2; word-spacing: 0px; =
-webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: =
0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: =
auto; -webkit-text-stroke-width: 0px; font-size: medium; "><div =
style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; =
-webkit-line-break: after-white-space; "><div>Paul Hall</div><div>Senior =
Operations Analyst</div><div>Network Operations</div><div>IT =95 CSU =
Monterey Bay</div><div>(831) 582-3802</div><div><a =
href=3D"mailto:paul@csumb.edu">paul@csumb.edu</a></div><div><br></div></di=
v></span></div></span><br =
class=3D"Apple-interchange-newline"></div></span><br =
class=3D"Apple-interchange-newline"></span><br =
class=3D"Apple-interchange-newline">
</div>
<br><div><div>On Jun 4, 2012, at 7:31 AM, Cox, Hannah wrote:</div><br =
class=3D"Apple-interchange-newline"><blockquote type=3D"cite"><span =
class=3D"Apple-style-span" style=3D"border-collapse: separate; =
font-family: Helvetica; font-style: normal; font-variant: normal; =
font-weight: normal; letter-spacing: normal; line-height: normal; =
orphans: 2; text-align: -webkit-auto; text-indent: 0px; text-transform: =
none; white-space: normal; widows: 2; word-spacing: 0px; =
-webkit-border-horizontal-spacing: 0px; -webkit-border-vertical-spacing: =
0px; -webkit-text-decorations-in-effect: none; -webkit-text-size-adjust: =
auto; -webkit-text-stroke-width: 0px; font-size: medium; "><div =
style=3D"margin-top: 0in; margin-right: 0in; margin-left: 0in; =
margin-bottom: 0.0001pt; font-size: 11pt; font-family: Calibri, =
sans-serif; "><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 =
possibly go with 24/7 support. I am currently the only full time =
employee at the Help Desk with about 12 student =
employees.<o:p></o:p></span></div><div style=3D"margin-top: 0in; =
margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: =
11pt; font-family: Calibri, sans-serif; "><span style=3D"color: black; =
"><o:p> </o:p></span></div><div style=3D"margin-top: 0in; =
margin-right: 0in; margin-left: 0in; margin-bottom: 0.0001pt; font-size: =
11pt; font-family: Calibri, sans-serif; "><span style=3D"color: black; =
">Are there any schools that 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?</span></div></span></blockquote></div><br></div></body></html>=
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