Closing the Gap Between Help Desk and Desktop Support
Friday, March 9, 2012 from 1:00 PM to 4:00 PM (EST)
Lathrup Village, MI
Time: 1 - 4 PM (presentation will begin at 1:15)
Location: Michigan first Credit Union 27000 Evergreen Lathrup Village, MI 48076
Raffle Item: TBD
Summary: In many IT Service and Support environments, the Help Desk is managed independently from the Desktop Support operations, contributing to inefficiencies in the provision of support services.
By integrating the two groups, a more efficient, seamless operation will result, providing value and benefit to the organization, including saving time, energy and money. This session will address how to effectively integrate the Help Desk and Desktop Support to complement each other, and gain efficiencies in the operations within the IT Service and Support environment. The end result is an increase in customer satisfaction, improved morale within the support team, and lower costs.
Speaker: Tom Smetana, Technisource Visit Tom's Linkedin Profile
Tom is currently a Solutions Director with Technisource, and has over 31 years of experience in the IT Service and Support industry. Tom’s current responsibilities include providing the planning, design, development and implementation of Technology Support solutions.
Tom has professional affiliations with the IT Service Management Forum (itSMF), and the Help Desk Institute (HDI), and was a board member of the HDI Motown Chapter for over 8 years. In addition, Tom is currently a member of HDIs Desktop Support Leadership Council.
When & Where
HDI Local Chapter; Motown
The HDI Motown Chapter is a Community of technology service and support professionals that provides regular Opportunities for its members to network, exchange best practices and enhance their skills through sponsored training and relevant educational programs.
As a legal not-for-profit corporation, chartered in December 1999, we host regular chapter meetings at varying locations around the Metro-Detroit area and also offer some members only training and networking opportunities. Most of our chapter meetings are free and open to anyone working in or interested in the IT Service and Support industry.