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Service Desk Staff Size and Call Volume

Discussion in 'The Lounge - Off Topic' started by TekGlitch, Sep 6, 2016.

  1. TekGlitch

    TekGlitch Bit Poster

    Here's a question for peeps on Service Desk/1st Line.

    What is your team size in relation to Call Volume.

    I work in a team of 6 people who cover 7 days a week 6am till 8pm with some days calls hitting over 200 if a incident occurs. Im finding it tough to manage workload against call volume. We're expected to do a mix of 1st line and 2nd line work but always answer the phone.

    To me the team size seems very small considering lieu days and holidays also need to be taken reducing to team to 4!

    How do you guys work?
  2. Juelz

    Juelz Gigabyte Poster

    Like 30 of us tenish calls each Whipped to close calls within 15 minutes yet issues can take hours. This is the result of management not knowing anything about IT.
    WIP: A+
  3. linuxuser

    linuxuser Nibble Poster

    We have two teams, 1st line and 2nd line. 4-5 People covering 1st line with call volumes reaching 300 daily.
    Certifications: ITIL v3, Information Security Foundation (based on ISO/IEC 27002)
    WIP: Linux Essentials

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