[27741] in resnet
Re: Extended or 24/7 IT Help Desk Hours
daemon@ATHENA.MIT.EDU (SHIH, WENDY)
Thu Jun 7 09:57:38 2012
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Message-ID: <CBF4338A.276AF%wshih@kent.edu>
Date: Wed, 6 Jun 2012 02:28:17 +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: <CAOCHHz5jZH7tOZsG0PvUYjed7V16YKJhyfuis=B4ezf2O5BgLQ@mail.gmail.com>
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Mark and all,
Keep in mind the numbers below doesn=92t include 8am-5pm during the weekend=
s and non working days. From my calculation, we had total of about 35k ca=
lls last fiscal year and near 30% is during the non-business hours.
It is a bit difficult for me the get the chat numbers by hour but it is clo=
se to 50% during non-business hours. We have close to 1300 chats in the l=
ast 5 month. During the busy months, we will get over 400 chats per month =
and regularly around 200 per month. These numbers does not include the sev=
eral walk-up locations traffic we have in the library and residence halls t=
hat I manage. In residence halls, we have The Tech Spot @ ResNet which we=
also perform hardware repairs. We receive over 200 calls per months and a=
bout 300-500 user visit per month. I hope this helps. Thanks.
Wendy Shih | Manager of Information Technology
Information Services, Kent State University
Office: 330-672-9156 | Cell: 330-931-7705
From: Mark Warren <mow1@PSU.EDU<mailto:mow1@PSU.EDU>>
Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU<mailto:RESNET-L@LISTSERV.N=
D.EDU>>
Date: Tuesday, June 5, 2012 8:58 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: Re: Extended or 24/7 IT Help Desk Hours
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 pho=
ne 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 ca=
lls 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<mailto:wshih@k=
ent.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 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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Content-Transfer-Encoding: quoted-printable
<html>
<head>
<meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3DWindows-1=
252">
</head>
<body style=3D"word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-lin=
e-break: after-white-space; color: rgb(0, 0, 0); font-size: 12px; font-fami=
ly: Times, sans-serif; ">
<div>
<div>
<div>Mark and all,</div>
<div><br>
</div>
<div>Keep in mind the numbers below doesn=92t include 8am-5pm during the we=
ekends and non working days. From my calculation, we had total of ab=
out 35k calls last fiscal year and near 30% is during the non-business hour=
s. </div>
<div><br>
</div>
<div>It is a bit difficult for me the get the chat numbers by hour but it i=
s close to 50% during non-business hours. We have close to 1300=
chats in the last 5 month. During the busy months, we will get over =
400 chats per month and regularly around 200 per
month. These numbers does not include the several walk-up locations =
traffic we have in the library and residence halls that I manage. In=
residence halls, we have The Tech Spot @ ResNet which we also perform hard=
ware repairs. We receive over 200 calls per
months and about 300-500 user visit per month. I hope this he=
lps. Thanks.</div>
<div><br>
</div>
<div>
<div style=3D"font-size: 12px; font-family: Times, sans-serif; "><font clas=
s=3D"Apple-style-span" color=3D"#1f497d"><font class=3D"Apple-style-span"><=
font class=3D"Apple-style-span" face=3D"Times">Wendy Shih | </f=
ont></font><span class=3D"Apple-style-span" style=3D"font-family: Times; ">=
Manager
of Information Technology</span></font></div>
<div style=3D"font-family: Times, sans-serif; font-size: 12px; "><font clas=
s=3D"Apple-style-span" color=3D"#1f497d">Information Services, Kent State U=
niversity</font></div>
<div style=3D"font-family: Times, sans-serif; font-size: 12px; "><font clas=
s=3D"Apple-style-span" color=3D"#1f497d">Office: 330-672-9156 | Cell: 330-9=
31-7705</font></div>
<div style=3D"color: rgb(0, 0, 0); font-family: Times, sans-serif; font-siz=
e: 12px; ">
<br>
</div>
</div>
</div>
</div>
<div><br>
</div>
<span id=3D"OLK_SRC_BODY_SECTION">
<div style=3D"font-family:Calibri; font-size:11pt; text-align:left; color:b=
lack; BORDER-BOTTOM: medium none; BORDER-LEFT: medium none; PADDING-BOTTOM:=
0in; PADDING-LEFT: 0in; PADDING-RIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid;=
BORDER-RIGHT: medium none; PADDING-TOP: 3pt">
<span style=3D"font-weight:bold">From: </span>Mark Warren <<a href=3D"ma=
ilto:mow1@PSU.EDU">mow1@PSU.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>Tuesday, June 5, 2012 8:58 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>Re: Extended or 24/7 IT He=
lp Desk Hours<br>
</div>
<div><br>
</div>
<div>
<div>Wendy,<br>
<br>
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?<br>
<br>
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.<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://kcservicedesk.css.psu.edu" target=3D"_blank">http://kcser=
vicedesk.css.psu.edu</a><br>
<br>
<br>
<div class=3D"gmail_quote">On Mon, Jun 4, 2012 at 10:39 PM, SHIH, WENDY <sp=
an dir=3D"ltr">
<<a href=3D"mailto:wshih@kent.edu" target=3D"_blank">wshih@kent.edu</a>&=
gt;</span> wrote:<br>
<blockquote class=3D"gmail_quote" style=3D"margin:0 0 0 .8ex;border-left:1p=
x #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). 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>
<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 href=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@LISTSERV.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:RESNET-=
L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LISTSERV.ND.EDU</a>" <=
;<a href=3D"mailto:RESNET-L@LISTSERV.ND.EDU" target=3D"_blank">RESNET-L@LIS=
TSERV.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=3D"">There has recently been a major pus=
h 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. <u></=
u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D""><u></u> <u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"">Are there any schools that have a 2=
4/7 IT Help Desk? If so, is it outsourced or managed internally? If you man=
age your Help Desk internally, what are your staffing needs?<u></u><u></u><=
/span></p>
<p class=3D"MsoNormal"><span style=3D""><u></u> <u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"">Thanks,<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"">Hannah Cox</span><span style=3D""><=
u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"">Help Desk Manager</span><span style=
=3D""><u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"">Mercyhurst University</span><span s=
tyle=3D""><u></u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D"">824-3301</span><span style=3D""><u>=
</u><u></u></span></p>
<p class=3D"MsoNormal"><span style=3D""><a href=3D"mailto:hcox@mercyhurst.e=
du" target=3D"_blank"><span style=3D"">hcox@mercyhurst.edu</span></a></span=
><span style=3D""><u></u><u></u></span></p>
<p class=3D"MsoNormal"><u></u> <u></u></p>
</div>
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