IT at higher education institutions is an obvious tough feat with having to support past and present students, onboarding students each year, staff, and more. Hear from University of San Francisco's Director of Client Support Services, Nikki Wright, share her experience moving her support desk from a purely reactive mode to a more client-focused, proactive environment.
In this 30-minute webinar Nikki will:
Describe how she brought about a cultural shift, improved staff retention, and used analytics and process review to reduce the Incident backlog and make service groups more responsive to their backlogs.
Highlight major overhauls of often-criticized computer ordering and delivery processes trough staff training, thorough process review, and analytic focus on all stages of fulfillment that allow her to continually monitor progress, communicate status, and adjust temporary staffing levels as needed.