[27742] in resnet
Re: Extended or 24/7 IT Help Desk Hours
daemon@ATHENA.MIT.EDU (Mark Warren)
Thu Jun 7 10:18:32 2012
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Message-ID: <CAOCHHz5a-QJC1R4etnYjzsh2Nhn=KgSj1Oi3k4P9PKz3zZ1X+A@mail.gmail.com>
Date: Thu, 7 Jun 2012 10:08:19 -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: <CBF4338A.276AF%wshih@kent.edu>
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Awesome, thank you! Are you or someone from your area attending the
conference this year? It would be great to chat about some additional
topics.
~M
Manager, IT Service Desk @ KC
W130 Pattee
University Park, PA 16802
814-863-5310
http://kcservicedesk.css.psu.edu
On Tue, Jun 5, 2012 at 10:28 PM, SHIH, WENDY <wshih@kent.edu> wrote:
> Mark and all,
>
> Keep in mind the numbers below doesn=92t include 8am-5pm during the
> weekends and non working days. From my calculation, we had total of abo=
ut
> 35k calls 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
> 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 residenc=
e
> halls that 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 about 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>
> Reply-To: Resnet Forum <RESNET-L@LISTSERV.ND.EDU>
> Date: Tuesday, June 5, 2012 8:58 AM
> To: "RESNET-L@LISTSERV.ND.EDU" <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 wha=
t
> 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 th=
e
> 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 ve=
ry
>> 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 sinc=
e
>> 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 currentl=
y
>> 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 internall=
y,
>> 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___________________________=
________________________
>>
>
> ___________________________________________________ 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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To subscribe, unsubscribe or search the archives,
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Awesome, thank you!=A0 Are you or someone from your area attending the conf=
erence this year?=A0 It would be great to chat about some additional topics=
.<br><br>~M<br clear=3D"all">Manager, IT Service Desk @ KC<br>W130 Pattee<b=
r>University Park, PA 16802<br>
814-863-5310<br><a href=3D"http://kcservicedesk.css.psu.edu" target=3D"_bla=
nk">http://kcservicedesk.css.psu.edu</a><br>
<br><br><div class=3D"gmail_quote">On Tue, Jun 5, 2012 at 10:28 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>
<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. =A0 From my calculation, we had total of about=
35k calls last fiscal year and near 30% is during the non-business hours. =
=A0</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. =A0We have =A0close to 1300 chats=
in the last 5 month. =A0During the busy months, we will get over 400 chats=
per month and regularly around 200 per
month. =A0These numbers does not include the several walk-up locations tra=
ffic we have in the library and residence halls that I manage. =A0 In resid=
ence halls, we have The Tech Spot @ ResNet which we also perform hardware r=
epairs. =A0We receive over 200 calls per
months and about 300-500 user visit per month. =A0 =A0I hope this helps. =
=A0 Thanks.</div>
<div><br>
</div>
<div>
<div style=3D"font-size:12px;font-family:Times,sans-serif"><font color=3D"#=
1f497d"><font><font face=3D"Times">Wendy Shih =A0| =A0</font></font><span s=
tyle=3D"font-family:Times">Manager
of Information Technology</span></font></div>
<div style=3D"font-family:Times,sans-serif;font-size:12px"><font color=3D"#=
1f497d">Information Services, Kent State University</font></div>
<div style=3D"font-family:Times,sans-serif;font-size:12px"><font color=3D"#=
1f497d">Office: <a href=3D"tel:330-672-9156" value=3D"+13306729156" target=
=3D"_blank">330-672-9156</a> | Cell: <a href=3D"tel:330-931-7705" value=3D"=
+13309317705" target=3D"_blank">330-931-7705</a></font></div>
<div style=3D"font-size:12px;font-family:Times,sans-serif">
<br>
</div>
</div>
</div>
</div>
<div><br>
</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">
<span style=3D"font-weight:bold">From: </span>Mark Warren <<a href=3D"ma=
ilto:mow1@PSU.EDU" target=3D"_blank">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" target=3D"_blank">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" 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>Re: Extended or 24/7 IT He=
lp Desk Hours<br>
</div><div><div class=3D"h5">
<div><br>
</div>
<div>
<div>Wendy,<br>
<br>
This is great info thank you!=A0 I would be very interested to see/hear wha=
t your chat numbers look like as they run parallel to your call numbers her=
e.=A0 Would you also be willing to share those if you track them?<br>
<br>
Also, I have been lurking a bit in this thread.=A0 Penn State offers 24/7 p=
hone 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 all th=
e 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>
<a href=3D"tel:814-863-5310" value=3D"+18148635310" target=3D"_blank">814-8=
63-5310</a><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). =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><span style=3D"font-weight:bold">From: </span><Cox>, Hannah <=
<a href=3D"mailto:hcox@mercyhurst.edu" target=3D"_blank">hcox@mercyhurst.ed=
u</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><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>
<div><br>
</div>
<div>
<div link=3D"blue" vlink=3D"purple" lang=3D"EN-US">
<div>
<p class=3D"MsoNormal"><span>There has recently been a major push for our I=
T 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 suppo=
rt. 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><u></u>=A0<u></u></span></p>
<p class=3D"MsoNormal"><span>Are there any schools that have a 24/7 IT Help=
Desk? If so, is it outsourced or managed internally? If you manage your He=
lp Desk internally, what are your staffing needs?<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span><u></u>=A0<u></u></span></p>
<p class=3D"MsoNormal"><span>Thanks,<u></u><u></u></span></p>
<p class=3D"MsoNormal"><span>Hannah Cox</span><span><u></u><u></u></span></=
p>
<p class=3D"MsoNormal"><span>Help Desk Manager</span><span><u></u><u></u></=
span></p>
<p class=3D"MsoNormal"><span>Mercyhurst University</span><span><u></u><u></=
u></span></p>
<p class=3D"MsoNormal"><span>824-3301</span><span><u></u><u></u></span></p>
<p class=3D"MsoNormal"><span><a href=3D"mailto:hcox@mercyhurst.edu" target=
=3D"_blank"><span>hcox@mercyhurst.edu</span></a></span><span><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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