At icorp we ensure uninterrupted service for clients by having on-call staff available to fill in when regular staff is absent due to rotation, training, sickness and/or vacations. We work according to an 11:1 rule—for every 11 people assigned full-time, icorp has 1 on-call backup person.
Besides providing coverage in case of absence, backup personnel proactively visit each client to which they are assigned in order to familiarize themselves with the technological environment, the users, the processes, where things are located, local policies, etc.
A coordinator oversees the on-call staff and considers your needs and requirements when it comes to assigning the backup personnel who will service your account.
On-call staff provide the same level of service because they receive the same training that regularly assigned Service Desk analysts do.