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ITIL :: View topic - Service Desk Staffing on Holidays
Joined: Nov 08, 2007 Posts: 2 Location: Minnesota, MN
Posted: Fri Nov 09, 2007 12:22 pm Post subject: Service Desk Staffing on Holidays
I'm new today! I'd like to know how other organizations staff their Service Desks over holidays - Thanksgiving, christmas, etc. If your service desk agents are salaried, what do you offer them to get them to 'volunteer' to work on holidays? We normally have a skeleton crew and cover part of the hours, but now we want to cover 24/7 on the holidays. The service desk also monitors critical applications/services and pages on call people for high incidents, you can see the importance. Thanks in advance!
J
Joined: Oct 13, 2006 Posts: 116 Location: South Africa
Posted: Thu Nov 15, 2007 4:54 am Post subject:
Random thoughts: if the users are so busy and important that they need 24/7 cover, how are they motivated to work over the holidays? See if their incentives and structures can be applied to your Desk.
If it's an outsourced or multi-time-zone operation that might not help, of course.
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