Mid-Ohio Chapter of HDI March Meeting
Where: Room E157, Student Union, Wright State University
Admission: Free
Schedule:
11:30 AM – Check in
11:40 AM – Lunch – Provided by FrontRange Solutions
(Officer Updates while you eat)
12:30 PM - A word from our Sponsor, FrontRange Solutions
12:45 PM – Bio Break
1:00 PM – Keynote Speaker: ”The Changing Role of the Help Desk Analyst”
Panel Discussion lead by Mary Clem Assistant Director of Client Services at W.S.U.
2:10 PM – Bio Break
2:20 PM – Drawing / Wrap up
1 – Bronze HDI Membership
1 – XXL HEAT Denim Button up Shirt
3 – FrontRange Coffee Cups
5 – FrontRange Name tag lanyards
1 – Apple TV player (http://www.apple.com/appletv/)
2:30 PM - Tour of the Help Desk at Wright State University
Dress is Business Casual
This event is sponsored by FrontRange Solutions, http://www.frontrange.com/
Parking - Park in visitor parking Lot#2 - http://www.wright.edu/university-maps/campus-maps
The Changing Role of the Help Desk Analyst
Over the last 6 months, Wright State has consolidated their Help Desk and Desktop employees into one group. This discussion will let attendees ask questions about the change and also give the WSU panel a chance to express their experiences with the transition.
After some employees in the Help Desk at Wright State University moved on to other jobs, the Help Desk was in a dilemma when those jobs were not going to be filled due to budget constraints. With the shortage in this area, some creative scheduling was needed. The idea of combining the university’s Desktop and Help Desk Analysts had been talked about before, but with the budget constraints, now was the time to try it. There were obvious concerns on everyone’s part, and many said the idea wouldn’t work. Today, the consolidation is working, and the change has expanded the knowledge of first line responders and improved customer service by creating more flexibility and a better team environment. A panel of former Help Desk and Desktop Analysts from Wright State University, now classified as End User Support Specialists, will share their experiences with this change and how successful it’s been for the department and the university.
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FrontRange Solutions develops software and services that growing mid-size firms and distributed enterprises rely on every day to build great customer relationships and deliver high-quality customer service. The company applies a unique combination of innovation and automation with a standards-based approach to simplify core business processes, including: IT service management; customer relationship and sales force management; and PC lifecycle management. More than 150,000 of the world’s best-known brands use FrontRange offerings to quickly improve their interactions with external and internal clients and achieve better business results. For more information, call 800.776.7889 or visit www.frontrange.com
Future Meetings
May 2012 (Columbus) –
Topic: Building Rapport
Understanding how to build and manage rapport can improve your relationships with your customers and make your work more enjoyable. In time you may have friends, not users, calling you for support. It starts with you.
Location Sponsor: Highlights for Children
Event Sponsor: Robert Half Technology
July 2012 (Cincinnati) -
Past Meeting Minutes
