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IT Automation: The Quest for Lights Out by Howie Lyke

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CUSTOMER SERVICE SUPPORT

Projected Workload.[1]

Note: In resolving IT Customer Service Helpline support calls, multiple meetings may occur, and initiation of a project request may result.

Helpline: 100 hours per month

45 – 50 calls per day (non-peak)

182 calls per day (peak) (month-end & year-end)

Non-helpline

Calls/contacts:

15 hours per month

1–2 calls per day

Task Commitment
Service Hours 7:00 AM – 5:00 PM CST Monday through Friday
Reply By 5:00 PM of the same business day
Progress Update Within 60 minutes (first update)

--or—

Per time communicated during first update (subsequent updates)

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