1. Division of Technology, Information and Learning Support CRICOS No.00213J QUT Out of Hours Support Arrangements QUESTnet Workshop “"After Hours Support & Resource Sharing Practices/Experiences" ”

2. Division of Technology, Information and Learning Support CRICOS No.00213J Presentation Covers… How is ICT Support Structured at QUT? How is ICT scheduled Maintenance managed? What types of After Hours support arrangements are in place? –User Support? –Service Monitoring and Problem Management? How does QUT compensate employees for working outside “office hours”?

3. Division of Technology, Information and Learning Support CRICOS No.00213J How is ICT Support Structured at QUT? Division of Technology, Information and Learning Support –“…plays a central role in advising the University's faculties and divisions on the management of information as a critical University resource, and in supporting QUT's top level plans…” –Consists of the following Departments. Information Technology Services Integrated Help Services Library Services Teaching and Learning Support Services QUT Printing Services

4. Division of Technology, Information and Learning Support CRICOS No.00213J How is ICT scheduled Maintenance managed? Wednesday Night’s between 10:00pm and 7:00am (Thursday). –Maintenance Activities are endorsed primarily by the “Service Change Management Group” or escalated to the “Change Advisory Board”. –University Community is “educated” on service availability on Wednesday nights. – Key University Events dictate which Wednesday Nights can be used.

5. Division of Technology, Information and Learning Support CRICOS No.00213J What types of After Hours support arrangements are in place? Helpdesk : Full details at: http://www.ithelpdesk.qut.edu.au/services/ During TeachingOutside Semester In PersonPhoneIn PersonPhone Mon - Fri7am – 9:45pm7am – 9pm8am – 5:45pm8am – 5pm Sat - Sun9am – 5:45am9am – 5pmClosed

6. Division of Technology, Information and Learning Support CRICOS No.00213J What types of After Hours support arrangements are in place? Service Monitoring and Problem Management? Technical Specialists are on call 24/7 * 365 covering areas of: –Core Network Services –Core Server and Storage Services –Core Application Services *** FOR CRITICAL ISSUES ONLY ***

7. Division of Technology, Information and Learning Support CRICOS No.00213J How does QUT compensate employees for working outside “office hours”? QUT EBA for Professional Staff located at: http://www.hrd.qut.edu.au/staff/agreements/professional. jsp –Over Time Provisions: Clause 30 –ITS Has special approval for all staff up to and including HEW8 to receive payment for overtime instead of HEW7 as outlined in EB Agreement. –On Call Provisions: Clause 34.