You Need a (Effective) Service Desk

Speakers: Adam Codega

Level: Fundamental, Lecture

Excerpt: Learn how, with an effective and easy to use service desk, you can provide better support to your co-workers, earn praise from management, and gain sanity over your work week.

Description: With an effective and easy to use service desk, you can provide better support to your co-workers, earn praise from management, and gain sanity over your work week. In this talk Adam will review:

Service desk basics, including why you need one
The life of a request ticket
Knowledge base design
Using tickets for problem and change management
Expanding the service desk outside of IT
Tips and tricks Adam’s learned starting from scratch
Plus, a review of the solution landscape and some fun integrations

Beginners and those wishing to revamp their service desk are invited.

At Upserve, a SaaS startup in Providence, RI, Adam Codega embraces the new Apple IT Model and utilizes MDM, DEP and VPP to keep his Mac infrastructure running. Like others, he also manages the service desk, IT security, and Wi-Fi, so Adam prefers to let computers do the hard work.


About the speakers

Adam Codega – IT Operations Leader – Swipely Inc (Twitter: adamcodega)

Adam Codega has worked in IT for four years as a consultant and then systems administrator before becoming a full-time Mac admin two years ago. At Swipely, a SaaS startup in Providence, RI, he embraces the new Apple IT Model and utilizes MDM, DEP, and VPP to keep his Mac infrastructure running. Like others, he also manages the service desk, IT security, and Wi-Fi, so Adam prefers to let computers do the hard work.

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