IT Support - What do you get?

A[L]C · 5 Mar 2010 at 11:03

Hi all,

Just wanted to see what you guys get for out of hours support?

We are having a meeting on monday to discuss a change to our contracts. They are suggesting it will be 2nd line support, for 12 hours overnight, 7 days a week, on a rota basis. Now depending who signs up this could be 1 week in 8 weeks or even up to 1 in 4.

They are currently talking about a figure of 10% pay rise. To me this doesnt seem a lot.

At this point we dont know how many calls we will be getting. Its 2nd line though so hopefully most will be filtered out.

Gilly · 5 Mar 2010 at 11:05

The norm here is 12.5% on-call and time and a half if called out or volunteering for overtime.

platypus · 5 Mar 2010 at 11:05

£500 for doing a week on call on a 10 week rota.

Sonea Fifer · 5 Mar 2010 at 11:06

Though I've now moved on from my job in IT support I'm looking at moving to nightshift in my current role at the end of the month. If this goes ahead then I'll be looking at a 33% shift allowance on my basic rate for working unsociable hours.

LizardKing · 5 Mar 2010 at 11:08

Our out of hours support is charged at time and a half to our clients.
But this is more of a one off service than rota

Admiral Huddy · 5 Mar 2010 at 11:08

That's different when your looking after client system.

I get nothing extra as it's part of my job to support our systems. I get paid overtime when I'm called though, normally time and a half..

A[L]C · 5 Mar 2010 at 11:09

Sonea Fifer said:
Though I've now moved on from my job in IT support I'm looking at moving to nightshift in my current role at the end of the month. If this goes ahead then I'll be looking at a 33% shift allowance on my basic rate for working unsociable hours.

This is slightly different as I guess you'll be in the office actively working. We'll be working during the day then supporting overnight.

Delvis · 5 Mar 2010 at 11:13

A[L]C;16093505 said:
This is slightly different as I guess you'll be in the office actively working. We'll be working during the day then supporting overnight.

Something I never wanted to do really...I like to go home and not worry about work to be entirely honest

scorza · 5 Mar 2010 at 11:15

£20 per week night, £30 for a weekend day, £50 for a bank holiday plus a minimum 4 hours overtime (time and a half normal, double time Sundays or BHs) if actually called. This is third-line support though so I don't get called very often, think the second-line support get more than that.

azuli · 5 Mar 2010 at 11:19

Flat rate of £4 per hour when on call, when called work the first 2 hours for free.

On call 1 week out of 3 for 15.5 hours each evening & 24 hours weekend/bank hols. Works out as between 122 & 251 hours a month (£488 - £1004). nice little earner as basic is poor.

knowlesy · 5 Mar 2010 at 11:20

scorza said:
£20 per week night, £30 for a weekend day, £50 for a bank holiday plus a minimum 4 hours overtime (time and a half normal, double time Sundays or BHs) if actually called. This is third-line support though so I don't get called very often, think the second-line support get more than that.

I assume this is per hour, and jeeez if second line get more than that I want to work there !!

platypus · 5 Mar 2010 at 11:21

Delvis said:
Something I never wanted to do really...I like to go home and not worry about work to be entirely honest

Tell me about it..

Delvis · 5 Mar 2010 at 11:23

platypus said:
Tell me about it..

One reason I'm trying to stay out of IT Support really

Premier · 5 Mar 2010 at 11:23

150 for working a saturday 9 til 5.30 and 250 for a sunday 10 - 5

azuli · 5 Mar 2010 at 11:26

platypus said:
Tell me about it..

Aye, getting woken up at 3am by a service desk in India & someone who has a very poor grasp of English is hard. Especially as the first thing he shouts is "WE HAVE SEVERITY 2 TICKET 0029387378492" as if i'm plugged into the call logging software & know what the number relates to..

cambb · 5 Mar 2010 at 11:35

Gilly said:
The norm here is 12.5% on-call and time and a half if called out or volunteering for overtime.

Same here 12.5% increase in salary for a 1 in 4. However no overtime if called out however i'm in a managerial role not technical.

scorza · 5 Mar 2010 at 11:35

knowlesy said:
I assume this is per hour, and jeeez if second line get more than that I want to work there !!

Sadly not per hour, £20 for doing the whole night or day. Which sucks, but I'm happy because I don't get called very often so I see it as money for nothing. If I start getting called regularly then I won't do it, simple as - I've been there when you start getting called quite a lot, interrupting sleep - it's no fun at all so in the end I refused to do it.

Showboat · 5 Mar 2010 at 11:41

Depending on what contract you support, we can get £3 an hour or £6 an hour just for being oncall, we then get Overtime at x1.5 for all hours we work while oncall.

Some contracts you can be up all night working on stuff and although it seems like a lot of money, you have no life for your week oncall and little sleep.

Rather than agreeing 10% pay rise when they have no idea how much you will get called out, suggest they pay you £3 an hour while you are oncall and overtime for time worked, any time worked after midnight should be given off work next morning.
Review the level of callout after 3-6 months and take it from there.

Showboat · 5 Mar 2010 at 11:42

azuli said:
Aye, getting woken up at 3am by a service desk in India & someone who has a very poor grasp of English is hard. Especially as the first thing he shouts is "WE HAVE SEVERITY 2 TICKET 0029387378492" as if i'm plugged into the call logging software & know what the number relates to..

And LOL, i thought it was just me that thought this.....

Gilly · 5 Mar 2010 at 11:43

I would definitely sue for an hourly rate rather than a flat percentage, I missed that part of your post. If you get 10% then the less people they have on the rota the less money it costs the company, and they can tell you that you are being paid to do the work. If you get an hourly rate everything you work gets directly covered.