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Help Desk Manager’s Crash Course

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IT Service and Support
IT Service and Support

Phil Gerbyshak HDI Motown August 2009

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HELP DESK MANAGER’S CRASH COURSE Phil Gerbyshak HDI Midwest Regional Director President, Make IT Great! Institute
 
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OVERVIEW ,[object Object],[object Object],[object Object],[object Object],[object Object]
HIRING TIPS AND TRICKS ,[object Object],[object Object],[object Object]
http://www.flickr.com/photos/ingorrr/665331998/sizes/o/
IT’S JUST A LIST…
DELEGATION
GET UR DONE! ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
REWARDS AND RECOGNITION – MUST!
MUST! REWARDS/RECOGNITION ,[object Object],[object Object],[object Object],[object Object],[object Object]
METRICS THAT MATTER A METRICS TRIANGLE Productivity Effectiveness Customer Satisfaction
HOW DO WE MEASURE UP? ,[object Object],[object Object],[object Object],[object Object],[object Object]
ENGAGE AND EMPOWER YOUR PEOPLE “ Only a manager can change the channel!”
FINAL POINTS ,[object Object],[object Object]
Connect with Phil @ philgerb on Twitter philgerbyshak.com slackermanager.com [email_address] philgerb just about everywhere there is social media 
 
LET’S DISCUSS… ,[object Object],[object Object],[object Object]

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Help Desk Manager’s Crash Course

Editor's Notes

  1. Phil
  2. Jeff
  3. Jeff
  4. Jeff
  5. Jeff
  6. Phil
  7. Phil
  8. Jeff
  9. Jeff
  10. Phil: At dinner at Burger Bar in Mandalay Bay. One of only 2 tables. Have 2 sets of TVs, one with ESPN (showing SportsCenter) and one with ESPN2 (showing poker). It’s 11 PM at night, so we asked our waiter, can you put on ESPN? Waiter said he wasn’t sure, but he’d check. 15 minutes later, he came back and said he probably can’t do that. Female hostess came by then and let us know that she heard we wanted the channel changed. We were hopeful she would be able to change the channel. She apologized and said indignantly “I can’t change the channel. Only a manager can change the channel. And I can’t find the manager to ask him to change the channel.” So what’s the point? She’s not engaged enough to find the manager to ask a question that would make her customers happy She’s not empowered enough to say this is a dumb policy, it needs to be changed. This is a perfect task to be delegated.