Can Your IT Help Desk Staff for Peak Periods? Ours Can't, But We're Still Very Effective!

In September 2004, our help desk load was two-and-a-half times greater than during the rest of the year, yet compared to previous years our support staff and customer satisfaction remained positive during that critical time. Learn about our organization and the planning efforts required to support peak periods. We will explore using tools, measuring performance, and keeping the community informed.