New Orleans Roadshow: Guru Guide: A Helpdesk Health Check

When:  Apr 16, 2014 from 12:00 to 13:30 (CT)

Guru Guide: A Helpdesk Health Check

Lunch Sponsor: Intelliteach

Description:
It's time to check your helpdesk's pulse and get a sense of its "vitals." What is the average number of tickets per end user? How many tickets is your service desk producing, and how does that compare to peers? What are your total IT-to-end user and user-to-helpdesk ratios? Are you addressing common helpdesk bottlenecks or neglecting them? What motivates your helpdesk staff, and how can you improve? We'll get the blood flowing by sharing helpdesk-specific metrics and data.

Based on 10,000+ end users, this information was collected and analyzed over a 12-month time frame, across a variety of law firm and IT department sizes, and in various locations -- so firms of all sizes can use and relate to it. The discussion will focus not only on the data, but also on how metrics can be used to run a better helpdesk. In addition, we'll share best practices surrounding motivating helpdesk employees, improving staffing ratios and addressing training deficits. Come prepared for a very lively and interactive presentation and Q-and-A session.

Presenter:
Lance Waagner
, President of Intelliteach, leads a 185-person team of legal support analysts, serving over 35 percent of the Am Law 200 firms with 24/7 helpdesk support, overflow support and full-service outsourced helpdesk solutions. He is an active sponsor of associations such as ILTA and HDI and frequently writes and speaks on legal helpdesk, staffing and service delivery topics. Lance is the recipient of ILTA's 2011 Distinguished Peer Award for Vendor Thought Leadership. Contact him at lwaagner@intelliteach.com.

 



#South Central #NewOrleans
Event Image

Location

Phelps Dunbar LLP
Canal Place
365 Canal Street, Suite 2000
New Orleans, LA 70130

Contact

Darne Giese
(504) 584-9310
darne.giese@phelps.com