Global IT Helpdesk Transformation

Global IT Helpdesk Transformation
Start: October 25, 2011 12:00 pm
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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.

In this webinar, Stefanini TechTeam, combined with the assistance of a current top FORTUNE 500 firm client, will offer insight into best practices for transforming a local IT helpdesk into a Global IT service desk.

The webinar will provide 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 will offer their expertise on the most effective ways to make this transition:

Jerry McElhone, Global Business Development, Stefanini TechTeam

Scott Kessler, Solutions Architect, Stefanini TechTeam

Take advantage of this free webinar to learn the key steps to making a successful transformation from local helpdesk to global service desk.


CATEGORY: Events, Webinars

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