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Managing IT cover during non business hours

By Bossanova#1 ·
Other than issuing cell/mobile phones to all relevant employees (or having then on 24 hour call via personal contact numbers) I would be interested in suggestions on how to manage IT cover during non business hours. Up to now one person was the central point of contact but this is no longer feasible (or fair!) due to some changes within our organisation.

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Rotate responsibility

by gralfus In reply to Managing IT cover during ...

For a manufacturing clean room, we had certain people that had been there for years that were fairly good with the systems, and the regular workers would go to them first for help. If they couldn't solve it, the senior workers would call us. We had a central cell number that could be called 24x7. Each of us in the team carried the phone for one week on a rotating schedule. We had the 24x7 numbers for the support personnel in each department, in case we needed their expertise.

This made it easy on the customers, because they only had one number. It made it easy on us, because we knew the person calling would have some technical savvy and not bother us over piddly stuff at 3am. We got extra pay if we had to answer calls off-shift, and even more pay if we had to come in to fix the problem. (I made a lot of money one year before we had remote PC connections...)

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Find your onsite experts

by knudsenmj In reply to Rotate responsibility

Gralfus does what we do. If you want to get the biggest bang for the buck look at your support request history for offshifts and put together some basic training material on your highest volume issues (printer jams are big for us) and get them out to your enterprise. We were able to sell self support by showing the response time and associated downtime was less.

If you are going to have on call staff it'd be wise to dictate what specifically they should come in for. Customers will call for all sorts of stuff and not all of it requires paying your staff overtime.

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SPOC Single point of contact -> rotating responsibility

by techrepublic In reply to Rotate responsibility

I agree, having a single point of contact for your end users is key to successful support. Rotating the responsibility should be done without your end users knowing.

ITIL (it infrastructure library) has a good handle on this incident management process but does not address staffing/rotating responsibility.


Jim Davis
myCMDB
>>How do you document your network?<<
http://www.myCMDB.com
Network Inventory and Configuration Management

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OSHA

by BFilmFan In reply to Managing IT cover during ...

Be aware that if employees are having to check in every so often, you will run afoul of OSHA and have to pay them for it...

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Doesn't bother me

by house In reply to Managing IT cover during ...

I'm giving my feedback right now regarding work related issues. I keep on top of things so that I don't have to waste my time catching up on Monday. That's just my thing though; I'm IT to the bone. It's not like I'm not doing anything else, I just check in every once in a while. :)

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Pagers

by TheChas In reply to Managing IT cover during ...

Get a few pagers or department cell phones.

Set the help desk phone to transfer to the pager. That way, no one calls the wrong number, or has to keep a list.

Better yet, if feasible, use an answering service for off hours. (Again, have the help desk phone auto-transfer calls.)
That way, you can have the rotation set up by both day and time for off-hour support.

Chas

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