Managing a Globally Distributed Service Desk

Presented by

John Hardesty, Change Manager, Ricoh Europe

About this talk

This presentation will discuss the establishment and operational issues that arise when creating a Service Desk in two diverse time zones in order to support global service over multiple time zones. The customers for the SD were located in Japan, Hong Kong, EMEA and North & South America. John Hardesty has been fulfilling the role of IT Change Manager for different organisations since July 2002. Each company role has been a challenge and involved different areas of IT Operations.

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