We have a department that monitors not network systems onsite around the clock. They act like a first level support, forwarding issues on to the appropriate on-call team member either through email or phone call, as appropriate.
Bruce Osborne Senior Network Engineer Network Operations - Wireless (434) 592-4229 LIBERTY UNIVERSITY Training Champions for Christ since 1971 From: Brian Helman [mailto:[email protected]] Sent: Friday, December 2, 2016 9:19 AM Subject: After-hours (follow the sun?) Help Desk I'm posting this to the Wireless-LAN group because that's the calls I'm looking (expecting) to answer .. Has anyone outsourced their Help Desk's after-hours calls? Specifically, I'm looking for a service that can handle (ie troubleshoot, NOT just act as a call center) after hours calls from students re: networking issues in their dorm rooms. If so, have you been satisfied with their ability to answer/resolve questions? Do they have network access (admin/other level)? Other thoughts? Feel free to contact me directly. Normally I'd tell vendors not to contact me, but in this case I'll make an exception .. but only through email. PLEASE NO CALLS. Thanks, Brian [email protected]<mailto:[email protected]> ********** 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/.
