New Service Desk hours begin Oct. 1
The UCOP Service Desk sent the message below to all UCOP staff on Monday, Sept. 27, 2021:
As part of our ongoing review of services, we recently reviewed phone calls to the Service Desk over a year’s time, from June 2020 through June 2021. We discovered a noticeable change in call patterns, and as a result, have decided to adjust our hours to better serve UCOP staff.
Our current hours are Monday through Friday, 6:30 a.m. – 6 p.m. (PT). An analysis of calls received between 6:30 and 7:30 a.m. showed an average of less than one call per day during this time frame. As a result, we will be adjusting our hours to open at 7:30 a.m. and close at 5 p.m. (PT), beginning Friday, Oct. 1. This change will allow us to staff during the busiest part of the workday and reduce call wait times.
Calls will continue to roll over to our Enterprise Shared Services (ESS) unit when the Service Desk is closed. ESS staff can assist with AD/Network password resets and DUO issues. High-priority incidents occurring after hours will continue to be referred to the appropriate on-call staff for resolution.
We will review our call stats on a quarterly basis and will adjust our hours as needed.
For questions, please contact Client Services Officer Shirley Bittlingmeier at firstname.lastname@example.org.Tags: IT, service desk