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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 Steven Heye

Steven Heye

Manager of Technology, The Cara Program
Steve Heye is the Manager of Technology at The Cara Program in Chicago. He is responsible for managing the strategy and ongoing operations related to technology for The Cara Program. His previous role was at the YMCA of Metropolitan Chicago where he was responsible for managing all aspects of the YMCA's online presence including the web sites, intranet, and social networking. Before that he was with the Technology Resource Group at YMCA of the... 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 engineering firm to Manager of Systems Administration for a large virtual school system. More recently, Dar was the Director of Information Technology for... Read More →

Wednesday March 4, 2015 10:30am - 12:00pm
MR 10B

Attendees (66)