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Event Details
Roundtable Discussions
Help Desk Standard Operating Procedures
• How do you organize your procedures and keep them updated?
• Who is responsible for the procedures?
Trend Analysis
• What types of trending does your Help Desk do?
• How often do you report on trending?
• Who do you report this to?
Multi-Tiered Help Desk
• What opportunities do you see having a multi-tiered Help Desk?
• How do you determine who is Level 1 versus Level 2?
• What difficulties do you see having a multi-tiered Help Desk?
How Do You Promote A Positive Customer Experience Within Your Help Desk?
• What training do you provide on how to answer calls and communicate with customers?
• Do you look for a specific skills when hiring a Help Desk Analyst?
• What do you do with Customer Satisfaction Survey results?
What is a ‘Traditional’ Help Desk in Today’s World?
• Do you log tickets and dispatch or do you do more?
• How do you get the Help Desk involved in upgrades and roll-outs?
• Is your Help Desk the SPOC for your organization?
When & Where
Schenck SC
200 E. Washington Street
Appleton,
WI 54911
Friday, March 18, 2011 from 2:00 PM to 4:30 PM (CT)
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Hosted By
Titletown HDI
Northeast Wisconsin's IT Service Desk professional organization.
