We have been running a full service Help Desk service on Saturdays for over two months and I figured it was time to check in with how it’s going.
Our Saturday team are taking, on average, thirty calls each Saturday. In addition to this, they are getting back to people who have sent in backups for review. The day is helping us maintain a small backlog and provide more time for training and related issues.
When we started the service we said it was a trial. The feedback and results are such that we will continue this service beyond the trial. While we may take a break of Christmas and New Year, Saturday support will operate in 2008. It makes sense to us and I am sure it makes sense to the customers who use the service.
Our Saturday service is in addition to our mobile phone based after hours support and is available through our Melbourne and Sydney Help Desk numbers from 7:30 am to 3:30 pm. There is no cost for this service for supported users.