[27733] in resnet
Re: Extended or 24/7 IT Help Desk Hours
daemon@ATHENA.MIT.EDU (Scott Wu)
Tue Jun 5 08:39:14 2012
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Message-ID: <CBF28252.78A7%scottw@mail.ucsd.edu>
Date: Mon, 4 Jun 2012 22:23:26 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Scott Wu <scottw@AD.UCSD.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <006601cd426b$093a4500$1baecf00$@iname.com>
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For ResNet purposes, our help desk is open from 8:00AM to 7:45PM. We typica=
lly receive on average of 10-15 calls for ResNet related issues between 5:0=
0 and 7:45PM. Our user base is approximately 9,000 users. What we currently=
have is a voicemail system set up to create a ticket in our ticketing syst=
em so our morning technicians can answer it tomorrow.
We also have an Emergency Voicemail option when they call in to report a ne=
twork outage. Emergency voicemails get emailed to my senior student staff a=
nd myself so we can respond immediately.
--------------------
Scott Wu
ResNet Coordinator
ACMS Help Desk Support Staff
Scottw@ucsd.edu
858-534-9105
From: Frank Bulk <frnkblk@iname.com<mailto:frnkblk@iname.com>>
Reply-To: "frnkblk@iname.com<mailto:frnkblk@iname.com>" <frnkblk@iname.com<=
mailto:frnkblk@iname.com>>
Date: Monday, June 4, 2012 8:59 AM
To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.ND.EDU>=
>
Subject: Re: [RESNET-L] Extended or 24/7 IT Help Desk Hours
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-effect=
ive 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<mailto: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 midn=
ight 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 =95 CSU Monterey Bay
(831) 582-3802
paul@csumb.edu<mailto: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 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?
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
___________________________________________________ You are subscribed to t=
he ResNet-L mailing list.
To subscribe, unsubscribe or search the archives, go to http://LISTSERV.ND.=
EDU/archives/resnet-l.html ________________________________________________=
___
___________________________________________________
You are subscribed to the ResNet-L mailing list.
To subscribe, unsubscribe or search the archives,
go to http://LISTSERV.ND.EDU/archives/resnet-l.html
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<div>
<div>
<div>For ResNet purposes, our help desk is open from 8:00AM to 7:45PM. We t=
ypically receive on average of 10-15 calls for ResNet related issues betwee=
n 5:00 and 7:45PM. Our user base is approximately 9,000 users. What we curr=
ently have is a voicemail system
set up to create a ticket in our ticketing system so our morning technicia=
ns can answer it tomorrow. </div>
<div><br>
</div>
<div>We also have an Emergency Voicemail option when they call in to report=
a network outage. Emergency voicemails get emailed to my senior student st=
aff and myself so we can respond immediately. </div>
<div>
<div>
<div><br>
</div>
<div>-------------------- </div>
<div>Scott Wu</div>
</div>
<div>ResNet Coordinator </div>
<div>ACMS Help Desk Support Staff</div>
<div>Scottw@ucsd.edu</div>
<div>858-534-9105</div>
</div>
</div>
</div>
<div><br>
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<span style=3D"font-weight:bold">From: </span>Frank Bulk <<a href=3D"mai=
lto:frnkblk@iname.com">frnkblk@iname.com</a>><br>
<span style=3D"font-weight:bold">Reply-To: </span>"<a href=3D"mailto:f=
rnkblk@iname.com">frnkblk@iname.com</a>" <<a href=3D"mailto:frnkblk=
@iname.com">frnkblk@iname.com</a>><br>
<span style=3D"font-weight:bold">Date: </span>Monday, June 4, 2012 8:59 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>Re: [RESNET-L] Extended or=
24/7 IT Help Desk Hours<br>
</div>
<div><br>
</div>
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<p class=3D"MsoNormal"><span style=3D"font-size: 10pt; color: rgb(31, 73, 1=
25); font-family: Tahoma, sans-serif; ">We have about 8,500 users and we ge=
t zero to five calls between 5 pm and 8 am.<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size: 10pt; color: rgb(31, 73, 1=
25); font-family: Tahoma, sans-serif; "><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size: 10pt; color: rgb(31, 73, 1=
25); font-family: Tahoma, sans-serif; ">Unless you have tens of thousands o=
f end-users, it will be more cost-effective to get an after hours service t=
hat can answer questions related to
word processing and the like, and then perform triage from there.<o:p></o:=
p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size: 10pt; color: rgb(31, 73, 1=
25); font-family: Tahoma, sans-serif; "><o:p> </o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size: 10pt; color: rgb(31, 73, 1=
25); font-family: Tahoma, sans-serif; ">Frank<o:p></o:p></span></p>
<p class=3D"MsoNormal"><span style=3D"font-size: 10pt; color: rgb(31, 73, 1=
25); font-family: Tahoma, sans-serif; "><o:p> </o:p></span></p>
<div>
<div style=3D"border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in =
0in 0in">
<p class=3D"MsoNormal"><b><span style=3D"font-size: 10pt; font-family: Taho=
ma, sans-serif; ">From:</span></b><span style=3D"font-size: 10pt; font-fami=
ly: Tahoma, sans-serif; "> Resnet Forum [<a href=3D"mailto:RESNET-L@LISTSER=
V.ND.EDU">mailto:RESNET-L@LISTSERV.ND.EDU</a>]
<b>On Behalf Of </b>Paul Hall<br>
<b>Sent:</b> Monday, June 04, 2012 10:45 AM<br>
<b>To:</b> <a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU">RESNET-L@LISTSERV.ND=
.EDU</a><br>
<b>Subject:</b> Re: Extended or 24/7 IT Help Desk Hours<o:p></o:p></span></=
p>
</div>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal">We did a pilot a handful of years ago to extended he=
lpdesk hours until midnight based on demand like you stated below. In reali=
ty after about 7pm didn't get a single call.. After about 3 months we disco=
ntinued the pilot. <o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<div>
<div>
<div>
<div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size: 13.5pt; color: black; font=
-family: Helvetica, sans-serif; ">Paul Hall<o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size: 13.5pt; color: black; font=
-family: Helvetica, sans-serif; ">Senior Operations Analyst<o:p></o:p></spa=
n></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size: 13.5pt; color: black; font=
-family: Helvetica, sans-serif; ">Network Operations<o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size: 13.5pt; color: black; font=
-family: Helvetica, sans-serif; ">IT =95 CSU Monterey Bay<o:p></o:p></span>=
</p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size: 13.5pt; color: black; font=
-family: Helvetica, sans-serif; ">(831) 582-3802<o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size: 13.5pt; color: black; font=
-family: Helvetica, sans-serif; "><a href=3D"mailto:paul@csumb.edu">paul@cs=
umb.edu</a><o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size: 13.5pt; color: black; font=
-family: Helvetica, sans-serif; "><o:p> </o:p></span></p>
</div>
</div>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size: 13.5pt; color: black; font=
-family: Helvetica, sans-serif; "><o:p> </o:p></span></p>
</div>
<p class=3D"MsoNormal"><span style=3D"font-size: 13.5pt; color: black; font=
-family: Helvetica, sans-serif; "><br>
<br>
</span><o:p></o:p></p>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<div>
<div>
<p class=3D"MsoNormal">On Jun 4, 2012, at 7:31 AM, Cox, Hannah wrote:<o:p><=
/o:p></p>
</div>
<p class=3D"MsoNormal"><br>
<br>
<o:p></o:p></p>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size: 11pt; color: black; font-f=
amily: Calibri, sans-serif; ">There has recently been a major push for our =
IT Help Desk to extend our hours beyond being open 12 hours a day during th=
e week and 4 hours a day over the weekend
and to possibly go with 24/7 support. I am currently the only full time em=
ployee at the Help Desk with about 12 student employees.</span><span style=
=3D"font-size: 11pt; font-family: Calibri, sans-serif; "><o:p></o:p></span>=
</p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size: 11pt; color: black; font-f=
amily: Calibri, sans-serif; "> </span><span style=3D"font-size: 11pt; =
font-family: Calibri, sans-serif; "><o:p></o:p></span></p>
</div>
<div>
<p class=3D"MsoNormal"><span style=3D"font-size: 11pt; color: black; font-f=
amily: Calibri, sans-serif; ">Are there any schools that have a 24/7 IT Hel=
p Desk? If so, is it outsourced or managed internally? If you manage your H=
elp Desk internally, what are your staffing
needs?</span><span style=3D"font-size: 11pt; font-family: Calibri, sans-se=
rif; "><o:p></o:p></span></p>
</div>
</div>
<p class=3D"MsoNormal"><o:p> </o:p></p>
</div>
<p class=3D"MsoNormal">___________________________________________________ =
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> _________________________=
__________________________
<o:p></o:p></p>
</div>
___________________________________________________ You are subscribed to t=
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