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After hour help desk recommendation
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We're currently using an after hour (evenings, weekends and holidays) IT help desk for the campus and are struggling to provide a consistent experience for our users. We'd like to know how other campuses provide 24 hour support, or if they only provide service during "regular business hours". If you DO provide 24 hours support, are you using an external vendor for after-hours support OR do you use internal resources?
- If you're using a vendor that you are happy with: who are they & have you had a positive experience with them?
- If you're using a vendor: what procedures or processes do you have in place to ensure a consistent experience for your users?
What level of after-hour service are you (or the vendor) providing? (i.e. basic ticket entry, level 1 tech support, emergency escalations, etc.
Senior Director of Academic Technology Services
University of San Diego