 |
Session Description:
Bren Boddy-Thomas shares her story about how she built a ‘Super Help
Desk’ as the single-point-of-contact for her company. Another way of looking at
it might be “changing a Help Desk into a Service Desk”. Everyone’s goal is to do
“More with less” these days. Show your company you can align yourself with their
goals by creating your own Super Help Desk. Learn techniques to support
departments throughout your company, not just IT, with the power of knowledge
and customer service.
Bren’s Help Desk started out as just “ticket takers” and basic IT support and
now supports the entire company on issues varying from Facilities, IT and
Software applications, to Security, New Accounts, Bank Operations and behind the
scenes Robbery support. You will hear stories about daily Help Desk life: learn
why saying “YES” to additional job duties can keep analysts from burnout,
understand the importance of Networking and most importantly, the power of
KNOWLEDGE.
Speaker Info:
Bren has worked in Customer Service Management for Exchange Bank (a small
Community Bank in the Sonoma Wine Country) since 1993, and in the Customer
Service industry since 1981. She created the Super Help Desk in 2002. Not only
does her unique Help Desk now support IT, but they also support Bank Security,
Policies & Procedures, New Accounts, Bank Operations, Facilities/Maintenance and
Telecommunications.
Bren attended her first HDI meeting in 2003. She's proud to say, "Everything I
have learned about running a Help Desk I have learned from HDI” at both the
Local Chapter meetings as well as the National Conference. From 2009 to 2010
Bren served as the President of the San Francisco Bay Area Chapter of HDI. In
2009 she was also elected to the Member Advisory Board for HDI as a Member at
Large. In June 2010 Bren will become the new Western Region Director of HDI,
overseeing and guiding all the Western Region Chapters. She is also is bridging
the gap between industry and education by working with her local college and was
appointed to the Computer Science Advisory Board at Santa Rosa Junior College in
2008.
In her free time, she rides her motorcycle (Yamaha VStar) and travels.
|
