IT Service Desk - Phone Support
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1.2. IT On-Call Procedures
Internal Policy:
IT provides on-call support to the all incidents submitted to the ITServiceDesk should be responded to within the Service Level Agreement (SLA) of 0 - 4 hours upon receipt. All incident submitted at any time can be handled by any available member of the IT staff. The on-call hours for the weekend and holidays are 8am-10pm.
Procedure:
The on-call schedule is created to ensure technical support is available to all employees after normal business hours. The rotating schedule is posted on the IT Team Site calendar on SharePoint. It is the responsibility of the Technician and the Engineer to check the calendar regularly. It is everyone's responsibility to assist our end users if they have the ability to help.
The assigned Technician and Engineer will share the responsibility of a weekly rotating schedule. During on-call hours, it is the responsibility of ALL IT staff members, if available, to assist a user. The IT Team (IT_Team@calibresys.com) should be CC'd on all incidents that are worked during on-call hours, to ensure all requests are being addressed. The on-call Technician will establish the first point of contact with the user to resolve all issues. If an incident requires escalation then the process is as follows:
Escalation Process:
The On-call tech will call the assigned engineer along with sending an email to the IT_Team. If the engineer doesn't respond within 30 mins then the tech calls the engineer a second time. If no response after 2nd call then the tech calls the Senior Engineer that is assigned to the technician.
If at that time they are unable to reach either engineer then they will contact the Service Desk Manager or Director, IT.
All information regarding the issue should be noted by both the Technician and the Engineer in the incident. If the user is satisfied that the issue has been resolved, the incident should be resolved immediately by the Technician or Engineer.
The scheduled on-call staff members must be available to respond as soon as possible to make the first contact. The SLA is 0 - 2 hours after an incident has been received however we should strive to provide a high level of service. If the scheduled staff member has a conflict with the on-call schedule, he or she must coordinate with their respective Team Leader to ensure that their coverage for the staff.
For Directors and above (VPs, etc.), the initial response from the Technician should be ASAP. Also, if there is a high availability system out that is causing loss of work this matter should be address quickly as well (ex. Email outage during proposal). If there is no response within an hour of receipt, the Service Desk Manager, Director IT, or VP IT will contact the Technician for a status update.
The new on-call Policy will go into effect July 1st.
The On-call week runs from Monday-Sunday
The On-call schedule will go as a four week rotation
Emergency Contacts:
Service Desk Manager; Del-Von @ 703-795-0973, De.Nelson@calibresys.com
VP & CIO, IT; Tim @ 202-257-0915, Tim.OConnor@calibresys.com