[Ep.3] Proactive IT 101: Learn How to Build a Proactive Service Desk

Presented by

Chuck Piotrowski - PIOT | Andrew Cohen - Cox | Jon Cairns - Nexthink

About this talk

Employees aren’t reading emails, and they aren’t submitting IT tickets. In 2021, a reactive service desk is too reliant on employees to log issues, respond to tickets or change their behavior. This firefighting approach wastes time information gathering and troubleshooting, leaving no time to proactively identify issues and solve them at scale. When a service desk is proactive, IT can predict and resolve issues before employees notice them. But implementing a proactive strategy requires culture change and can’t be achieved overnight. In episode 3 of ‘Digital Employee Experience: The New Way of Working’, Nexthink and guest experts share how organizations overcome the proactive IT challenge and create a proactive service desk that solves issues faster, more efficiently and for less cost. Join us to learn: - Essential lessons businesses need to consider in their shift to a proactive service desk - Why proactivity and employee productivity relies on having data that is accurate and complete about users’ devices, applications, network and the experiences of the end-users themselves - How a proactive approach can lead to having enough information captured to support employee self-service, self-help and automated remediation process - The business and financial benefits of a proactive approach Hosted by Chuck Piotrwoski - Founder, PIOT Panelists: - Andrew Cohen - Sr. Manager, Digital Workplace Services at Cox - Jon Cairns - VP Technical Services at Nexthink
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Nexthink is the global leader in digital employee experience management. The company’s products allow enterprises to create highly productive digital workplaces for their employees by delivering optimal end-user experiences. Through a unique combination of real-time analytics, automation and employee feedback across all endpoints, Nexthink helps IT teams meet the needs of the modern digital workplace.