The Help Desk Is Dead: Long Live the Service Desk

Wednesday, October 16 | 4:40PM–5:30PM | Meeting Room 210D
Session Type: Professional Development
In this world of immediacy, the traditional help desk model is a dying breed, suffering from users' demands for instant gratification. People want quick, consistent, and usable answers. This presentation will follow the process the CCRI took to introduce a service desk with video snippets, self-service password and account maintenance, and automated provisioning/termination of accounts.

OUTCOMES:
Collect and deliver tried and true methods of improving customer service. | Learn how to introduce technology in a service desk model. | Gather feedback concerning significant support issues facing the traditional help desk.