Reinventing & Retooling your Help Desk: providing service and support in new and innovative ways.

Reinventing & Retooling your  Help Desk: providing service and support in new and innovative ways. 
Are help desks truly relegated to being the punchline of IT sketch comedy?
Learn how valuable your help desk can be and start living the dream of a help desk that empowers your users and makes them happy to pick up the phone and call. Learn how to provide service and support in new and innovative ways.

Topics covered will include:

• What makes your help desk successful (each speaker)
  
• Help desk strategy (first call resolution vs call routing)
  
• Tools
  
• People
  
• How to make people love calling the help desk
  
• Help service center approach

   Agenda

8:00 - 8:30 | Registration & Networking

8:30 - 8:45 | Welcome & Introductions
    
8:45 - 9:00 | Member Profile
Jesse Burrows, IT Systems Administrator, Beene Garter

9:00 - 9:30 | Ben Williams, Vice President of Information Technology & CIO, Davenport University
Steve Roth, Customer Support Team Leader & Training Coordinator, Davenport University

9:30 - 10:00 | Al Schmidutz, Manger, Global User Experience Operations, Steelcase Inc.
  
10:00 - 10:15 | Break

10:15- 10:45| Rick DeVries, Assoc. Director for I.T. Business Services, Calvin College

10:30 - 11:30 | Panel
Steve Roth, Customer Support Center Team Leader & Training Coordinator, Davenport University
Rick DeVries, Associate Director for I.T. Business Services, Calvin College
Al Schmidutz, Manager, Global User Experience Operations, Steelcase
 
11:30 - 12:00 | Discussion & Lunch  

Map & Parking
Please note the special parking instructions. Parking is free, but you must print a copy of the Special Parking Pass and place in your windshield.

Map to Davenport's Sneden Center