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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.

 

Shahra Meshkaty

Senior Director of Academic Technology Services

University of San Diego

http://www.sandiego.edu/ats

 

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

Comments

Message from jack@mail.rockefeller.edu

Our IT dept. normal business hours are 8am-6pm.  For after hours / weekends, we have a procedure in place where our users contact campus security (or by dialing our extension, there’s an option to be transferred to Security for emergency issues.  Security will page one of the IT supervisors and it’s addressed from that point on.  Remote support is done on a best effort basis depending on the issue.  If a tech is available to come to campus, that is scheduled between the tech and the end-user.

 

This has been in place for some time now and has worked out well.   We don’t get too many of such isssues, maybe once a month, if that.  Our users are used to our business hours and will wait if needed.

 

-jack

 

Message from ngoldberg@fsmail.bradley.edu

We have the university operators who are able to open a Service Request for anyone who calls outside of our Helpdesk Hours.  Our desk is open Monday - Thursday 8am - Midnight, Friday 8 - 8, Saturday 1 - 6 and Sunday 2 - Midnight.  The operators will ask if they want to have a professional staff member contacted and if so they will contact me at home.  Otherwise the Service Request will be addressed first thing during business hours.

Nancy Goldberg
Director Customer Support Services
Bradley University
1501 W. Bradley Avenue
Cullom-Davis Library 135A
Peoria, IL 61625
 
(309) 677-2957
(309) 677-3878 fax



We do not provide 24/7 support. During the academic year (not including breaks, like Thanksgiving, Easter, Spring Break, or the winter intercession), we are open the following hours:

Sunday 9am-midnight
Mon-Thurs 8am-midnight
Fri 8am-8pm
Sat 9am-5pm

We are staffed primarily by undergraduate students. We also have half time graduate assistants who help serve as an escalation point and can reset passwords. During those hours that we are open, we always have either a full time employee or a GA working. Outside of those hours, people can email us or leave us a voicemail. I get our general Helpdesk email on my phone. I don't check it frequently after hours, but I do monitor it for emergencies. We get so few calls during the later hours that we are open that having 24 hour coverage is not worthwhile. There are ways to get in touch with various members of the IT department in case of emergencies (like a network outage). Otherwise, most issues can wait until the next morning.

Jim
-- 
Jim Rizzo
Helpdesk Manager
Providence College Information Technology
(401) 865-1277
AIM: JRizzoPC

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From: Shahra Meshkaty <meshkaty@SANDIEGO.EDU>
Reply-To: The EDUCAUSE User Services Constituent Group Listserv <USERSERV@LISTSERV.EDUCAUSE.EDU>
Date: Thu, 12 Apr 2012 17:33:48 -0700
To: <USERSERV@LISTSERV.EDUCAUSE.EDU>
Subject: [USERSERV] After hour help desk recommendation

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.

 

Shahra Meshkaty

Senior Director of Academic Technology Services

University of San Diego

http://www.sandiego.edu/ats

 

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

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

Good morning,

 

The IT Help Desk at Eastern Michigan University is staffed Mon-Thur 8am-8pm and Fridays 8am-5pm during the Fall and Winter.  Our hours are Mon-Fri , 8am-5pm in Summer.  There are IT and non-IT  Campus Technicians who support college desktops, classrooms, and labs. Each college determines the hours of their tech.  Typically it is Mon-Fri 8am-5pm or 9am-6pm.  Some of the departments supplement classroom issues in the evening with student employees that are working for the Campus Techs.

 

When the IT Help Desk is closed, our voicemail message directs students to press 1 for online course support which is contracted out 24 hours all week (a division outside IT supports our online courses and I am not sure who exactly is contracted).  They press 2 if they are a residence hall student (Fall & Winter only) because it goes to our 4 live-in Resident Computer Consultants (RCC) students who have evening hours in the Res Halls typically Sun-Thur 8pm-midnight.  If the user cannot be helped by the first two options, they press 3 to leave a message which is answered the next business day.  Our RCC students will also answer Help Desk emails and voicemail messages if time allows during their shift; they work on what they can from their room and put into the ticket queue what must be handled the next day.

 

We also refer users to our “Ask IT” website box which can answer questions in a self-service format such as how to reset a password. 

 

If a desktop emergency does occur it has to wait until we are open next.  For system wide emergencies (like email or network goes down) IT does have staff on call (sys admins, analysts, network engineers, etc) outside of open hours but those outages mainly are reported to IT from our Campus Technicians or Functional Technical Liaisons in the departments.  Our IT division is a “Mon-Fri, 8-5 organization.”  We are not funded otherwise. 

 

As a few others have said who are in similar situations to ours.  We have set the expectations and we do the best we can to get to the desktop emergencies as soon as possible the next day.  We do not get many complaints at all about our hours.  We get more complaints about the dates and times chosen for our planned downtime & system maintenance.

 

We are a public university with a winter 2012 total student enrollment around 22,000. 

 

Good luck with your research,

 

Andrea Tanner

Director, Enterprise Support

Division of Information Technology

Eastern Michigan University

 

 

From: Shahra Meshkaty <meshkaty@SANDIEGO.EDU>
Reply-To: The EDUCAUSE User Services Constituent Group Listserv <USERSERV@LISTSERV.EDUCAUSE.EDU>
Date: Thu, 12 Apr 2012 17:33:48 -0700
To: <USERSERV@LISTSERV.EDUCAUSE.EDU>
Subject: [USERSERV] After hour help desk recommendation

 

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.

 

Shahra Meshkaty

Senior Director of Academic Technology Services

University of San Diego

http://www.sandiego.edu/ats

 

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

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

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

Shahra.

We offer 24/7 phone support.  Our business hours are Monday through Friday 8:00 am to 5:00pm.  The after hours support is provided by Blackboard and we have also the same type of issues trying to provide consistent support as the after hour support is not always the best. 

We have set up training and information with the vendor for support.  They can only provide basic support and they don't have yet access to reset passwords.  However, we are looking for different options to give them the tools they need to provide support for these types of requests.

I have found that working with an external vendor for "after hour support only" creates a lot of challenges.  Since their roll is "only" after hours. it seems very difficult for them to understand the how everything works so they can provide a better service.

I hope you find this information useful. If you have any questions please let me know.

Thank you.

On 4/12/2012 8:33 PM, Shahra Meshkaty wrote:

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.

 

Shahra Meshkaty

Senior Director of Academic Technology Services

University of San Diego

http://www.sandiego.edu/ats

 

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


--

Pedro Alvarado

OIT Help Desk Coordinator

Rider University

palvarado@rider.edu

609-896-5000 ext 7526

 

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

We are a small staff with a student population of 1500 and less than 500 faculty/staff. Our IT helpdesk is open Monday-Friday 9am-5pm. After hours, we offer support for “system-wide emergencies” which used to be things like email or web pages down, but now extends to issues like the Blackboard laundry readers not working in a dorm. Our voicemail instructs users who believe there is a system-wide emergency to contact the College switchboard, and the switchboard has an on-call list. Our on-call starts with a highly trained student who can do a quick assessment and determine who might need to be called in. Some things he can fix himself.  Some users call switchboard for things that are not system-wide emergencies, and if switchboard calls one of us, we address the problem as seems reasonable, or tell them someone will call them back next business day to assist. There is no budget for after-hours coverage so we can only use exempt staff for this purpose. On a side note, many of us have had people call us directly at home (between Google and Verizon, you can find almost anyone) with personal IT ‘emergencies’. Each employee in this situation has to determine the best way to handle that. We’re pretty nice people and most of our customers wouldn’t dream of abusing that privilege, but it’s amazing the things people will call about, e.g. help making Christmas card labels or settling a bet they have going. I guess that’s just life in IT.

Suzanne Gaynor

Director, Technology Resource Center

Hartwick College

gaynors@hartwick.edu

607-431-4670

 

We have pretty much the same system setup as Jack’s. It has worked very well for us too.

 

We are also very similar to this structure. We are open Monday-Thursday 7:30am-6:30pm and Friday’s 7:30am-5:30pm. We are in the process of increasing hybrid/online classes so are adding 24/7 Blackboard support via a third-party vendor this fall. There has been quite a bit of talk for an extended hours Help Desk for later night evening hours and weekend support. This would be a student staffed, strictly Tier 1 support Help Desk located in a “remote” location somewhere else on our campus, either in our Residence Hall or our Campus Center.

 

---

Justin Benson

Manager of User Services

 

Division of Technology Services, 8-323

Wentworth Institute of Technology

550 Huntington Ave, Boston, MA 02115

 

T: 617.989.4429

C: 617.942.1456

F: 617.989.4502

E: bensonj@wit.edu

http://www.wit.edu/dts

 

CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system.

P Think before you print

 

I'm also interested in hearing more about vendor options and if you are using one, are you happy with their services?  Quotes we got from Blackboard are out of our budget.
Susan Adkins
Information Technology Services
University of Arkansas

Good afternoon:

Here at the University of Wisconsin-Madison, we offer phone-based help desk support from 8 a.m. to 1 a.m. (seven days per week) and chat-based support from 8 a.m. to 10 p.m. (also seven days per week). During hours when we are closed, we offer constituents the ability to leave a voicemail for us to follow-up on the next day, or, if the case is a service outage, to select a different option which leaves a voicemail for our Systems and Network Control Center (staffed 24 hours per day).

Our experience has been that we receive roughly one voicemail per month for help desk support, and one per month to report outages.

-- 
Sean Bossinger, Help Desk Manager
Assistant Director, User Services
Division of Information Technology
University of Wisconsin - Madison
o: (608) 262-8148

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