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Greetings all,

 

We are looking to supplement our current Technology Help Desk Operations with a third party (e.g Perceptis)  for late evenings and weekend support.  Would appreciate hearing from anyone who has gone down this path and that can offer a recommendation on a company.   When I contacted Perceptis I learned that they do not offer just evening/weekend support.

Regards,

 

Rick.

 

Rick Kubb

Director of Technology Services
Maryville University
314-529-9606

Gander Hall, Room 215

rkubb@maryville.edu

 

********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.

Comments

Message from dthibeau@post03.curry.edu

Rick,

 

We started using the CampusEAI consortium this summer.  It has worked out well for us.  They are able to resolve about 75% of all issues on nights and weekends including password issues, learning system problems, desktop/browser problems, etc.  We share our trouble ticket with them which makes transfer of both knowledge and tickets seamless.

 

Feel free to get in touch with me if you’d like more information.

 

Dennis Thibeault

CIO, Curry College

 

Rick,
You also might consider a different option - another University.  IU is now providing IT support 24x7 for the Ivy Tech Community College, which effectively doubled our support audience.  It has worked very well.  We started off weekends and nights, and expanded to 24x7.  We can leverage space, processes, systems (after licensing concerns), management expertise, etc. as well as understanding culture, calendars, etc.  We recently published an online article in EDUCAUSE Review on this service, http://www.educause.edu/ero/article/partnersourcing-your-it-service-blueprint  

I'm happy to talk with you about this if you're interested in knowing more.
Sue

Sue B. Workman, Associate Vice President
Indiana University, Office of the VP IT
(812)855-0913 (w)  (812)325-3928 (c)

Message from jj014747@pomona.edu

Off topic, I just wanted to thank Sue for the article reference but in particular the link to Service Blueprinting.


Julianne Journitz
Director of Client Services
Information Technology Services
Pomona College
_________________________________

*To request a service or assistance, email ServiceDesk@pomona.edu
*For 24x7 assistance via the Knowledge Base, http://kb.pomona.edu
*ITS Website: http://its.pomona.edu


From: "Workman, Sue B" <sbworkma@IU.EDU>
Reply-To: The EDUCAUSE CIO Constituent Group Listserv <CIO@LISTSERV.EDUCAUSE.EDU>
Date: Tue, 4 Dec 2012 17:29:20 +0000
To: <CIO@LISTSERV.EDUCAUSE.EDU>
Subject: Re: [CIO] Supplementing Help Desk Operations with third party for evenings/weekends

Rick,
You also might consider a different option - another University.  IU is now providing IT support 24x7 for the Ivy Tech Community College, which effectively doubled our support audience.  It has worked very well.  We started off weekends and nights, and expanded to 24x7.  We can leverage space, processes, systems (after licensing concerns), management expertise, etc. as well as understanding culture, calendars, etc.  We recently published an online article in EDUCAUSE Review on this service, http://www.educause.edu/ero/article/partnersourcing-your-it-service-blueprint  

I'm happy to talk with you about this if you're interested in knowing more.
Sue

Sue B. Workman, Associate Vice President
Indiana University, Office of the VP IT
(812)855-0913 (w)  (812)325-3928 (c)

Rick,

I have used Dell in the past and had reasonably good results.  While I used their call center as a 24x7 outfit - not just after hours - I think their offerings are flexible.  I think Sue's offering is far more intriguing, though.

Scott Cann
Technology Director, ITS Support Services
Boston College
140 Commonwealth Avenue
Chestnut Hill, MA 02467
Office: 617-552-0677
Mobile: 339-203-7249


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