Session 204: How Walk-Up Support Can Transform the Customer Experience

Wednesday, August 5 at 11:30 AM

Does your desktop support team suffer from a backlog of tickets? Do customers reach out to you directly, bypassing the service desk? Have you ever played "phone tag" with customers trying to get tickets resolved? Do customers complain about the time it takes to resolve their IT problems? Retailers such as Apple, Microsoft and Comcast have already adopted the walk-up model for consumers, so why haven't we brought it to the enterprise? Join this session to learn how walk-up services can transform your end user experience and decrease time to resolution from days to minutes. Boost your customer satisfaction and have more happy and productive employees!

Justin Menapace

Desktop Support Senior

Freddie Mac

Justin Menapace is currently the lead of the Employee Technology Experience team at Freddie Mac, responsible for engagement, adoption and development of the end-user technology strategy for Freddie Mac's 11,000+ employees. Previously he was the Executive Support team lead on the Desktop Support team at Freddie Mac, providing end-user support to all officers and executive coordinators. He is the creator and former strategic lead of the IT Solution Center, which provides walk-up support and service for employees. He has also played key roles in strategic initiatives including the deployment of new mobile technology and unified communications services. Justin holds a Master's in Technology Management from Georgetown University and a B.S. in Information Sciences and Technology from Penn State.