Weekend help desk staff should be trained to work with non-expert local staff, and should avoid jargon or terminology known only to sysadmin staff. Users report a need for better follow-through on early morning calls left on voice mail. There should be more than one staff member on the help desk on night and weekend hours. A benchmark, such as one hour, should be established for assignment of voice mail and e-mail calls to a staff member. Complex calls should be given careful consideration in order to assign them to a staff member best qualified to answer.
Many users prefer e-mail to paper mail.