We handle helpdesk availability in a few ways. First our helpdesk system, Web HelpDesk Software : bigWebDesk, will send an email to the assigned technician when a new ticket has been entered. Technicians then receive a page on their cell phone that they have a new work request. From any web browser they can access the help desk system and decide what action to take regardless of their location.
We also publish a number to staff as the primary contact for the help desk. What the staff doesn't know is that number is always forwarded to a cell phone that is designated as the help desk phone. If for some reason the help desk technician needs to be away and can not cover the cell phone then the phone is simply passed to the next available person.
So far its been a pretty solid system for us. Of course the center and primary reason for success being the help desk software itself. We have had other help desk software in the past but bigWebDesk has really changed how we communicate with the end user. Hope that helps and good luck.
