Team Planning Tool IT Servicedesk
Posted by Angelicjack@reddit | sysadmin | View on Reddit | 8 comments
Hello,
Recently i started as a Team manager for a IT Supportdesk of 12 members.
We already use a ticket system (AutoTask) but the team planning is done trough Excel.
Now i took upon my self the task to create a better efficient way to plan all the teams.
What i need to implement in the planning:
- All 12 members
- Days off / Parttime hours
- 24/7 standby shift
- Onsite Shifts
- Most important the Phone shifts. We have a morning and afternoon phone shift that needs to be filled by 4 people all the time. So they can pick up the phone and the rest of the team can work on issues / Tickets.
I hope someone has a good option. Ive been looking at Teams Shifts. BossDesk and vPlan. But all of these dont fullfill the needs i have for my team.
I hope someone knows a good tool. Thankyou.
Quietly_Combusting@reddit
Once the team hits double digits, Excel ends up taking more time than it should to maintain. It helps to move to something that gives a real time view of availability and workload instead of manually updating every change. You could look into something like Siit.io which centralizes team planning, time off and shifts and since it also includes ticketing, it keeps everything connected in one place instead of switching between different tools.
Angelicjack@reddit (OP)
Thankyou i will look into it. And yes its a mess haha soon i will have 16 support engineers. Its not doable in excel anymore.
Ill-Imagination4359@reddit
Depending on what you use for your call center, most have a WFM module. Zoom's is very good.
Incorrect_Version@reddit
you an italian mob member disguised as a sysadmin? “trough”
Angelicjack@reddit (OP)
I am italian hahaha
patmorgan235@reddit
This is called workforce management
Angelicjack@reddit (OP)
Im aware of that. And so far its going fine. But since i took over from a previous manager i wanna make the whole workforce management more efficient and better understandable for my team.
joedotdog@reddit
Something like this? https://whentowork.com/