Desktop Support: Improving the Face of IT

with Cay Robertson
Tuesday, Oct 20, 2015

Desktop support is often called "the face of IT," and like any other business unit, desktop support needs to be as efficient and as effective as possible. Analyzing and improving the processes behind desktop support can help your organization optimize your results and increase customer satisfaction. In this members-only webinar, Cay Robertson will discuss some of the ways to accomplish process improvements, highlighting some year-over-year changes and trends from the 2015 Desktop Support Practices & Salary Report.


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About Our Speaker(s)

Cayrob
Manager, Service Desk and Access Administration
Cay Robertson has more than twenty-eight years of experience in information technology. She has worked at Tampa Electric Company for thirty-eight years, holding positions in cost accounting, asset management, and desktop support. She currently manages the service desk and access administration team for 4,500 employees. Her service desk team won the HDI Team Excellence Award in 2009 and 2016. She assisted in a successful deployment of Windows 7 and Office 2010. As a leader, she is constantly looking for ways to improve the quality of the service desk by participating in industry benchmarking studies, customer focus groups, and leadership book clubs. She participated in the creation of the HDI Desktop Support Practices & Salary Report and is a past member of the HDI Editorial Board. She is the past chair of the HDI Desktop Support Advisory Board, a former member of the HDI Strategic Advisory Board, and past-president and current officer-at-large of the Skyway HDI local chapter in Tampa. Awarded the HDI Hall of Fame – Inaugural Class of 2016

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