[27728] in resnet
Re: Extended or 24/7 IT Help Desk Hours
daemon@ATHENA.MIT.EDU (Frank Bulk)
Mon Jun 4 11:59:46 2012
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Date: Mon, 4 Jun 2012 10:59:34 -0500
Reply-To: frnkblk@iname.com
From: Frank Bulk <frnkblk@iname.com>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <85DDFB6D-55A5-4187-B8A4-645BD6011E3A@csumb.edu>
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We have about 8,500 users and we get zero to five calls between 5 pm and 8
am.
Unless you have tens of thousands of end-users, it will be more
cost-effective to get an after hours service that can answer questions
related to word processing and the like, and then perform triage from there.
Frank
From: Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] On Behalf Of Paul Hall
Sent: Monday, June 04, 2012 10:45 AM
To: RESNET-L@LISTSERV.ND.EDU
Subject: Re: Extended or 24/7 IT Help Desk Hours
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.
Paul Hall
Senior Operations Analyst
Network Operations
IT . 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.
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?
___________________________________________________ You are subscribed to
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vlink=3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#1F497D=
'>We have about 8,500 users and we get zero to five calls between 5 pm =
and 8 am.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#1F497D=
'><o:p> </o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#1F497D=
'>Unless you have tens of thousands of end-users, it will be more =
cost-effective to get an after hours service that can answer questions =
related to word processing and the like, and then perform triage from =
there.<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#1F497D=
'><o:p> </o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#1F497D=
'>Frank<o:p></o:p></span></p><p class=3DMsoNormal><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif";color:#1F497D=
'><o:p> </o:p></span></p><div><div =
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0in 0in'><p class=3DMsoNormal><b><span =
style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span>=
</b><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'> =
Resnet Forum [mailto:RESNET-L@LISTSERV.ND.EDU] <b>On Behalf Of </b>Paul =
Hall<br><b>Sent:</b> Monday, June 04, 2012 10:45 AM<br><b>To:</b> =
RESNET-L@LISTSERV.ND.EDU<br><b>Subject:</b> Re: Extended or 24/7 IT Help =
Desk Hours<o:p></o:p></span></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p><p class=3DMsoNormal>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. <o:p></o:p></p><div><p =
class=3DMsoNormal><o:p> </o:p></p><div><div><div><div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:13.5pt;font-family:"Helvetica","sans-serif";color:blac=
k'>Paul Hall<o:p></o:p></span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:13.5pt;font-family:"Helvetica","sans-serif";color:blac=
k'>Senior Operations Analyst<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:13.5pt;font-family:"Helvetica","sans-serif";color:blac=
k'>Network Operations<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:13.5pt;font-family:"Helvetica","sans-serif";color:blac=
k'>IT • CSU Monterey Bay<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:13.5pt;font-family:"Helvetica","sans-serif";color:blac=
k'>(831) 582-3802<o:p></o:p></span></p></div><div><p =
class=3DMsoNormal><span =
style=3D'font-size:13.5pt;font-family:"Helvetica","sans-serif";color:blac=
k'><a =
href=3D"mailto:paul@csumb.edu">paul@csumb.edu</a><o:p></o:p></span></p></=
div><div><p class=3DMsoNormal><span =
style=3D'font-size:13.5pt;font-family:"Helvetica","sans-serif";color:blac=
k'><o:p> </o:p></span></p></div></div></div><p =
class=3DMsoNormal><span =
style=3D'font-size:13.5pt;font-family:"Helvetica","sans-serif";color:blac=
k'><o:p> </o:p></span></p></div><p class=3DMsoNormal><span =
style=3D'font-size:13.5pt;font-family:"Helvetica","sans-serif";color:blac=
k'><br><br></span><o:p></o:p></p></div><p =
class=3DMsoNormal><o:p> </o:p></p><div><div><p class=3DMsoNormal>On =
Jun 4, 2012, at 7:31 AM, Cox, Hannah wrote:<o:p></o:p></p></div><p =
class=3DMsoNormal><br><br><o:p></o:p></p><div><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";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.</span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p></o:p>=
</span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";color:black'=
> </span><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p></o:p>=
</span></p></div><div><p class=3DMsoNormal><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif";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><span =
style=3D'font-size:11.0pt;font-family:"Calibri","sans-serif"'><o:p></o:p>=
</span></p></div></div><p =
class=3DMsoNormal><o:p> </o:p></p></div><p =
class=3DMsoNormal>___________________________________________________ =
You are subscribed to the ResNet-L mailing list. <o:p></o:p></p><p>To =
subscribe, unsubscribe or search the archives, go to <a =
href=3D"http://LISTSERV.ND.EDU/archives/resnet-l.html">http://LISTSERV.ND=
.EDU/archives/resnet-l.html</a> =
___________________________________________________ =
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<p>
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