[27734] in resnet
Re: Extended or 24/7 IT Help Desk Hours
daemon@ATHENA.MIT.EDU (Mark Warren)
Tue Jun 5 09:08:37 2012
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Message-ID: <CAOCHHz5jZH7tOZsG0PvUYjed7V16YKJhyfuis=B4ezf2O5BgLQ@mail.gmail.com>
Date: Tue, 5 Jun 2012 08:58:28 -0400
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Mark Warren <mow1@psu.edu>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CBF2D8F9.275BA%wshih@kent.edu>
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Wendy,
This is great info thank you! I would be very interested to see/hear what
your chat numbers look like as they run parallel to your call numbers
here. Would you also be willing to share those if you track them?
Also, I have been lurking a bit in this thread. Penn State offers 24/7
phone and email support but my service point is only open 8am - 8pm week as
we focus on hands on hardware help. Another service point handles all the
calls and emails but we work closely with them.
Thanks again for the info and thank you Hannah for starting the thread.
~Mark Warren
Manager, IT Service Desk @ KC
W130 Pattee
University Park, PA 16802
814-863-5310
http://kcservicedesk.css.psu.edu
On Mon, Jun 4, 2012 at 10:39 PM, SHIH, WENDY <wshih@kent.edu> wrote:
> 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
> work closely with the vendor daily and also internal staff to ensure 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-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>
> Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
>
> Date: Monday, June 4, 2012 10:31 AM
> To: "RESNET-L@LISTSERV.ND.EDU" <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
> 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?****
>
> ** **
>
> Thanks,****
>
> Hannah Cox****
>
> Help Desk Manager****
>
> Mercyhurst University****
>
> 824-3301****
>
> hcox@mercyhurst.edu****
>
> ** **
> ___________________________________________________ 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___________________________________________________
> ___________________________________________________ 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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Wendy,<br><br>This is great info thank you!=A0 I would be very interested t=
o see/hear what your chat numbers look like as they run parallel to your ca=
ll numbers here.=A0 Would you also be willing to share those if you track t=
hem?<br>
<br>Also, I have been lurking a bit in this thread.=A0 Penn State offers 24=
/7 phone and email support but my service point is only open 8am - 8pm week=
as we focus on hands on hardware help.=A0 Another service point handles al=
l the calls and emails but we work closely with them.<br>
<br>Thanks again for the info and thank you Hannah for starting the thread.=
<br><br>~Mark Warren<br clear=3D"all">Manager, IT Service Desk @ KC<br>W130=
Pattee<br>University Park, PA 16802<br>814-863-5310<br><a href=3D"http://k=
cservicedesk.css.psu.edu" target=3D"_blank">http://kcservicedesk.css.psu.ed=
u</a><br>
<br><br><div class=3D"gmail_quote">On Mon, Jun 4, 2012 at 10:39 PM, SHIH, W=
ENDY <span dir=3D"ltr"><<a href=3D"mailto:wshih@kent.edu" target=3D"_bla=
nk">wshih@kent.edu</a>></span> wrote:<br><blockquote class=3D"gmail_quot=
e" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div style=3D"font-size:12px;font-family:Times,sans-serif;word-wrap:break-w=
ord">
<div>Hanna,</div>
<div>We used to be in house and then went to hybrid (after 5pm is outsource=
d). =A0Three years ago, we have outsourced the operation and now 24/7/365. =
=A0We work closely with the vendor daily and also internal staff to ensure =
the quality provided is at the level
we expect. =A0We have 8 campuses and a very large number of users (50K) to=
support. =A0 Below is the number of calls after hours for the first 5 mont=
hs of this year and not including chats which is also 24/7 and self-service=
tickets. We are in summer break since
early May. =A0 =A0 Email me if you have questions. =A0 =A0Wendy=A0</div>
<div><br>
</div>
<div>
<table style=3D"border-collapse:collapse;width:123pt" border=3D"0" cellpadd=
ing=3D"0" cellspacing=3D"0" width=3D"123">
<colgroup><col style=3D"width:62pt" width=3D"62"><col style=3D"width:61pt" =
width=3D"61"></colgroup>
<tbody>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;width:62pt" height=3D"18" width=3D"62">17:00=
</td>
<td style=3D"border-left:none;width:61pt" width=3D"61">568</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">18:00</td>
<td style=3D"border-top:none;border-left:none">439</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">19:00</td>
<td style=3D"border-top:none;border-left:none">396</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">20:00</td>
<td style=3D"border-top:none;border-left:none">339</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">21:00</td>
<td style=3D"border-top:none;border-left:none">231</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">22:00</td>
<td style=3D"border-top:none;border-left:none">198</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">23:00</td>
<td style=3D"border-top:none;border-left:none">107</td>
</tr>
</tbody>
</table>
</div>
<div>
<table style=3D"border-collapse:collapse;width:123pt" border=3D"0" cellpadd=
ing=3D"0" cellspacing=3D"0" width=3D"123">
<colgroup><col style=3D"width:62pt" width=3D"62"><col style=3D"width:61pt" =
width=3D"61"></colgroup>
<tbody>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;width:62pt" height=3D"18" width=3D"62">00:00=
</td>
<td style=3D"border-left:none;width:61pt" width=3D"61">44</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">01:00</td>
<td style=3D"border-top:none;border-left:none">28</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">02:00</td>
<td style=3D"border-top:none;border-left:none">12</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">03:00</td>
<td style=3D"border-top:none;border-left:none">6</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">04:00</td>
<td style=3D"border-top:none;border-left:none">11</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">05:00</td>
<td style=3D"border-top:none;border-left:none">8</td>
</tr>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;border-top:none" height=3D"18">06:00</td>
<td style=3D"border-top:none;border-left:none">27</td>
</tr>
</tbody>
</table>
</div>
<div>
<table style=3D"border-collapse:collapse;width:123pt" border=3D"0" cellpadd=
ing=3D"0" cellspacing=3D"0" width=3D"123">
<colgroup><col style=3D"width:62pt" width=3D"62"><col style=3D"width:61pt" =
width=3D"61"></colgroup>
<tbody>
<tr style=3D"min-height:18.0pt" height=3D"18">
<td style=3D"min-height:18.0pt;width:62pt" height=3D"18" width=3D"62">07:00=
</td>
<td style=3D"border-left:none;width:61pt" width=3D"61">121</td>
</tr>
</tbody>
</table>
</div>
<span>
<div style=3D"border-right:medium none;padding-right:0in;padding-left:0in;p=
adding-top:3pt;text-align:left;font-size:11pt;border-bottom:medium none;fon=
t-family:Calibri;border-top:#b5c4df 1pt solid;padding-bottom:0in;border-lef=
t:medium none">
<div class=3D"im">
<span style=3D"font-weight:bold">From: </span><Cox>, Hannah <<a hr=
ef=3D"mailto:hcox@mercyhurst.edu" target=3D"_blank">hcox@mercyhurst.edu</a>=
><br>
</div><span style=3D"font-weight:bold">Reply-To: </span>Resnet Forum <<a=
href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSE=
RV.ND.EDU</a>><div class=3D"im"><br>
<span style=3D"font-weight:bold">Date: </span>Monday, June 4, 2012 10:31 AM=
<br>
</div><span style=3D"font-weight:bold">To: </span>"<a href=3D"mailto:R=
ESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a>&quo=
t; <<a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">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><div class=3D"h5">
<div><br>
</div>
<div>
<div link=3D"blue" vlink=3D"purple" lang=3D"EN-US">
<div>
<p class=3D"MsoNormal"><span style>There has recently been a major push for=
our IT Help Desk to extend our hours beyond being open 12 hours a day duri=
ng 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 employe=
es. <u></u>
<u></u></span></p>
<p class=3D"MsoNormal"><span style><u></u>=A0<u></u></span></p>
<p class=3D"MsoNormal"><span style>Are there any schools that have a 24/7 I=
T Help Desk? If so, is it outsourced or managed internally? If you manage y=
our Help Desk internally, what are your staffing needs?<u></u><u></u></span=
></p>
<p class=3D"MsoNormal"><span style><u></u>=A0<u></u></span></p>
<p class=3D"MsoNormal"><span style>Thanks,<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style>Hannah Cox</span><span style><u></u><u><=
/u></span></p>
<p class=3D"MsoNormal"><span style>Help Desk Manager</span><span style><u><=
/u><u></u></span></p>
<p class=3D"MsoNormal"><span style>Mercyhurst University</span><span style>=
<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style>824-3301</span><span style><u></u><u></u=
></span></p>
<p class=3D"MsoNormal"><span style><a href=3D"mailto:hcox@mercyhurst.edu" t=
arget=3D"_blank"><span style>hcox@mercyhurst.edu</span></a></span><span sty=
le><u></u><u></u></span></p>
<p class=3D"MsoNormal"><u></u>=A0<u></u></p>
</div>
___________________________________________________ You are subscribed to t=
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http://LISTSERV.ND.EDU/archives/resnet-l.html</a> _________________________=
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</div>
</div>
</div></div></span>
</div><div class=3D"HOEnZb"><div class=3D"h5">
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