Global IT Helpdesk Transformation Webinar
SERVICE DESK OVERVIEW
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GLOBAL IT HELPDESK TRANSFORMATION WEBINAR
On October 25, 2011, Stefanini TechTeam, combined with the assistance of a current top FORTUNE 500 firm client, offer insight into best practices for transforming a local IT helpdesk into a Global IT service desk. Click here to access the replay
Download a PDF of the presentation
IT outsourcers looking to grow their services to the global level must navigate a daunting range of tool sets, time zones and language differences. The successful global service desk must adopt a proactive rather than a reactive customer support model, with a goal of eliminating costly downtime by helping their customers implement improved IT processes.
The webinar provides the following four key concepts that will aide in the transition:
- Understanding and bridging the differences between Help Desk and Service Desk
- Realizing the value of tight integration of Deskside Technicians with the Service Desk
- The effective use of process and tools to enable a "shift left" strategy
- Using remote monitoring and remote diagnostic tools by the Service Desk staff
The following speakers offer their expertise on the most effective ways to make this transition:
Jerry McElhone, Director, Global Business Development, Stefanini TechTeam Scott Kessler, Senior Solutions Architect, Stefanini TechTeam
Click here to access the replay
