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ITIL :: View topic - Service Desk Staffing on Holidays
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Service Desk Staffing on Holidays

 
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Jane
Newbie
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Joined: Nov 08, 2007
Posts: 2
Location: Minnesota, MN

PostPosted: Fri Nov 09, 2007 12:22 pm    Post subject: Service Desk Staffing on Holidays Reply with quote

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
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JoePearson
Senior Itiler


Joined: Oct 13, 2006
Posts: 116
Location: South Africa

PostPosted: Thu Nov 15, 2007 4:54 am    Post subject: Reply with quote

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.

Also: welcome to the board!
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