[27732] in resnet
Re: Extended or 24/7 IT Help Desk Hours
daemon@ATHENA.MIT.EDU (SHIH, WENDY)
Tue Jun 5 08:36:37 2012
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Message-ID: <CBF2D8F9.275BA%wshih@kent.edu>
Date: Tue, 5 Jun 2012 02:39:01 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: "SHIH, WENDY" <wshih@KENT.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <3E94D84A5D5C9B428E4FB522831B0B2030B9BC4B8A@EXCHMAIL-VS.mercyhurst.local>
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Hanna,
We used to be in house and then went to hybrid (after 5pm is outsourced). =
Three years ago, we have outsourced the operation and now 24/7/365. We wor=
k closely with the vendor daily and also internal staff to ensure the quali=
ty provided is at the level we expect. We have 8 campuses and a very large=
number of users (50K) to support. Below is the number of calls after hou=
rs for the first 5 months of this year and not including chats which is als=
o 24/7 and self-service tickets. We are in summer break since early May. =
Email me if you have questions. Wendy
17:00 568
18:00 439
19:00 396
20:00 339
21:00 231
22:00 198
23:00 107
00:00 44
01:00 28
02:00 12
03:00 6
04:00 11
05:00 8
06:00 27
07:00 121
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-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>" <RESNET-L@L=
ISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>>
Subject: 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>
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<div>Hanna,</div>
<div>We used to be in house and then went to hybrid (after 5pm is outsource=
d). Three years ago, we have outsourced the operation and now 24/7/36=
5. We work closely with the vendor daily and also internal staff to e=
nsure the quality provided is at the level
we expect. We have 8 campuses and a very large number of users (50K)=
to support. Below is the number of calls after hours for the first =
5 months of this year and not including chats which is also 24/7 and self-s=
ervice tickets. We are in summer break since
early May. Email me if you have questions. Wend=
y </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>"<a href=3D"mailto:RESNET-=
L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>" <<a href=3D"mailto=
:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND.EDU</a>><br>
<span style=3D"font-weight:bold">Subject: </span>Extended or 24/7 IT Help D=
esk 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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