Response time & throughput are definitely issues in that environment. We grade calls from low to critical priority, and the critical or higher calls are supposed to be at least contacted within a day, with a proposed completion plan/schedule. Time to completion varies greatly according to the problem at hand. Because our environment is not locked down as tightly as my other school district, viruses & malware can necessitate completely reimaging computers when they become infected. We aim to touch at least five calls a day.
This years threat environment has made it particularlly challenging. MS Updates & AV just don't cut it anymore, and we have not had enough time to be proactive about the other threat vectors, (flash, shockwave, java), so it has been a little hectic at times.
Did I mention that we are also a mixed Mac/PC environment that allows users to access either platform?
Wheeeeeee!! Keeps life interesting!
Good thing I LIKE being busy . . . seriously though more staff are needed, I just don't see it anywhere in the plan for now. NYS budget cuts are profound this year and the funny thing is that a smaller department like ours seems to have difficulty gathering the grassroots support needed to expand our personell, (though expanding the scope of responsibilities doesn't seem as difficult).
I am just glad to be working . . .
