Save The Date!  November 2nd - NYC HDI Local Chapter Meeting

“Continual Service Improvement – How to Provide Value On An Ongoing Basis”

Date/Time:      Wednesday, November 2nd, 2011, 8:30am-10:00am

Topic:              "Continual Service Improvement – How to Provide Value On An Ongoing Basis"

Presenter:       Ken Hayes, Director of Continual Service Improvement, Technisource

Location:         Yahoo Inc, 111 West 40^th St, 12^th floor, NY, NY, 10018 (corner of 40^th and 6^th) Times Sq Conference Room

RSVP:               Email to Michael Wilson

Summary

Are you looking to remain competitive over the next several years?  If you have answered yes, learn how creating a centralized, focused CSI program will grow your operation and increasingly demonstrate the value you and your team brings to the business.
 
This session will explore:  focusing on CSI with an objective of increasing First Call Resolution (FCR) and using a “shift left” approach to justify additional investments in your operations; gaining cooperation across the entire IT organization by calculating the support cost and business productivity savings; and tips and techniques to instill CSI in what you and your teams do every day.

Ken Hayes

Ken has over 30 years of experience in the support services industry, ranging from a Service Desk Analyst to National Director of Delivery.  He is currently the Director of Continual Service Improvement for the Technology Support Services practice at Technisource, where he is responsible for developing and implementing programs to increase the effectiveness and efficiencies of their Service Desks.  Ken is a member of HDI and itSMF and has spoken on support industry topics at local and national events. Ken’s article entitled Continual Service Improvement: The Next Step in the Service Desk’s Evolution recently featured in the Sept/Oct edition of HDI SupportWorld.

Membership has its privileges

Whether you're interested in learning something new, validating something you already know, or just want to rub elbows with others who share many of the same service and support challenges. The HDI New York City Chapter is sure to provide a lively and intellectually stimulating forum for you broaden your network of contacts and industry knowledge.



The New York City Chapter forums are a place where you can get acquainted with new technologies and services that can help you enhance the level of services you provide to your clients.

More than anything else, the New York City Chapter forums and events are a fun way to get to know your peers.



Take a look at our calendar and get involved in some of our monthly forums, events and HDI Training.

Our Local Chapter Mission

To provide a collaborative forum for New York City based IT Service and Support professionals to share timely and valuable industry information, network with peers, and solve practical IT problems through knowledge transfer with other technology professionals.

Who Are We?

The New York City Chapter of HDI is a group of support professionals directly involved in the business of Help Desk and service desk support. Members work for corporations, staffing support organizations and software and hardware vendors—all with the common goal of empowering the Help Desk to be a critical resource for its company.

 

 

 

 

 

 

 

Attendees at our monthly chapter forums include Help Desk managers, Help Desk analysts, customer service representatives, salespeople, network technicians and other concerned with the strategic and tactical issues involved in providing excellent Help Desk support. Each month during our September–August season, attendees participate in roundtable discussions with their Help Desk peers where they share their experience and knowledge in solving common problems. Or, they hear from local Help Desk industry leaders who speak on current service and support topics.

Our forums are “sales free.” While we encourage vendors and corporate members to interact and exchange business cards, we ask that no “hard selling” take place at our meetings.

If the Help Desk and its world are important to you…then you should join us as a member of the  New York Chapter of HDI. In the New York City area, we are the premier association for Help Desk professionals. Join us today.

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