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Wednesday, March 4 • 10:30am - 12:00pm
Help Desk or Service Desk: Either Way, How Does IT Become a Partner? - #15NTChelporservice

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We all know the traditional meaning behind an IT Help Desk: something breaks, you call, we fix. Moving to an IT Service Desk can add further meaning: we also work with you on the goal. But, with both of these, we still have a problem. IT has to wait for the organization to have a specific request to react to, we become a store where the customer is always right. Well guess what? The customer in this case is not always right, and IT should not be managed in a way that forces it to only fill requests and fix things. We will talk about how to manage a help desk while still allowing IT to be a partner to the organization.

avatar for John Cronin

John Cronin

Director, Digital Strategy & Operations, National Brain Tumor Society
avatar for Steve Heye

Steve Heye

Principal Solutions Consultant, NetSuite(Oracle)
Steve Heye is a Principal Solutions Consultant at NetSuite (Oracle) where he acts as a technical expert on the Social Impact team which donates the NetSuite solution to nonprofits. He is the author of Chapter 1 on IT Alignment in the NTEN book, Managing Technology to Meet Your Mission... Read More →
avatar for Dar Veverka

Dar Veverka

VP of Technology, LIFT
Dar Veverka has worked in Information Technology for over 17 years. She started out in IT working in nonprofits on small networks, moved on to teaching MCSE courses as a technical trainer, and then moved into the corporate world. She worked her way up from Helpdesk Manager at an environmental... Read More →

Wednesday March 4, 2015 10:30am - 12:00pm CST
MR 10B
  IT  Online NTC

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