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Beltug members share experiences on on-call IT support

Following a Help Your Peers request from one of our members, Beltug brought together other interested members to exchange experiences on the management and conditions of on-call IT support.

27 / 01 / 26

The member who initiated the request relies on a mix of an external on-call IT service desk and internal resources to ensure 24/7 support outside office hours. They wanted to review this setup and see how other organisations were handling the same challenges, focusing in on compensation models and working conditions.

Topics and questions

Participants shared how their internal and external on-call IT support is organised, including:

  • The types of allowances or fees paid to external providers and internal employees
  • Conditions for intervention, such as minimum intervention time
  • Premiums for night work and weekend interventions
  • Best practices to ensure fair compensation and workable arrangements

Key takeaways

The exchange highlighted several common challenges and approaches:

  • The importance of clearly communicating on-call expectations from the start, including during job interviews
  • The need to protect employees providing on-call support, for example by limiting access to support numbers and raising awareness about what constitutes an ‘urgent’ issue
  • Avoiding unnecessary disruptions at night for non-critical issues such as password resets
  • Different models for distributing on-call work and compensating employees
  • Ways to motivate people to participate in on-call rotations
  • Cost considerations for internal teams versus external or offshore providers, including the pros and cons of each model

Share your own questions and experiences

Beltug’s strength lies in the sharing of knowledge between peers who are going through the same journeys. Do you have a question of your own to pose to your peers? Drop us an email! This way we can bring even more valuable information to our member community.

 

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