Typical day

Although the needs of our clients are often very different, there is definitely a “standard day” a pub will have rather frequently. Listed below is a close approximation of what the average day can look like:

1. 1. 1. Come in for the start of your shift and log in to your workstation.
      2. Open the following:
         • Chrome
         • Slack
         • Your music program of choice
         • Outlook email (WCM-”name”)
         • FogBugz
         • WordPress
      3. Connect to the Cisco AnyConnect VPN.
      4. Check email, and read notifications that came between last shift and this one.
      5. In FogBugz, review notifications and open your personal queue.
      6. Tackle any priority 1, priority 2, Service Now, or overdue cases present in your queue
         • Make phone calls to client or ask questions of team members as needed.
         • Communicate with the client as needed to complete the case
      7. Answer the phone, assist a client with a quick fix, create a ticket summarizing the work completed.
      8. Ask Tier 2 members if there is any work that they can assign to you.
      9. When complete, repeat step 6 until there are no more priority 1, priority 2, Service Now, or overdue cases in your queue
      10. Begin working on priority 3 cases in your personal queue.
      11. In the last 10 minutes of your shift, review the cases in your personal queue to see what, if anything, needs you specifically to hold onto it.
      12. Anything that does not require you specifically, notify a tier two member to see if someone else needs work.
      13. Log off of your workstation, enjoy your day.

While there are many variations (we obviously cannot plan for the amount and timing of phone calls), the overall structure outlined above is what we strive for. Anything that needs attention urgently gets it, progress is made on typical work, phone calls are managed efficiently, and things are set up for later team members to come in and keep operations running smoothly.