Help Desk / Service Desk

Past Event Details
EVENT DATE:
March 3, 2022
TOPICS COVERED IN THIS EVENT:
IT Vendor Management / Service Management
IT Infrastructure / Operations

Members discussed outsourcing vs insourcing the Service Desk function, IT Service Providers, tracking and reporting key metrics / KPIs, response and resolution targets, the structure of the Help Desk team, best practices for SLAs on Level 2 & Level 3 service requests, dealing with inappropriate escalations, VDI, and Self-Service.

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