Session 801: Moving Desktop to Proactive Using Self-Help and the Service Catalog

Friday, April 13 at 10:15 AM

View Schedule

Is it worth the investment to have your desktop support analyst create KCS articles to increase first contact resolution (FCR)? Absolutely! By doing so, they can also have a positive impact on the department by spending more time on other important initiatives, allowing analysts to expertly minimize last-minute requests. The purpose of this session is simple and straightforward—it'll show you how KCS and the service catalog can move your desktop team from reactive to proactive.

Cay Robertson

Manager, Service Desk and Access Adminstration
Tampa Electric

Cay Robertson has more than twenty-five years of experience in IT. She currently manages a top-notch service desk and access administration team (winner of the 2009 HDI Team Excellence Award) for 4,000 employees at the Tampa Electric Company. Cay is the past president of the Skyway local chapter and a former member of the HDI Desktop Support Advisory Board.