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[LIVE SESSION] Staffing For Service: Models, Volumes, And Training
Manage episode 380290138 series 3345466
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Help desk staffing gets more and more complex over time. How do you know when to hire, how to hire, and how many people to hire at the service desk? If you don't know, we have a panel to try to answer that for you! Jacob White, Kincy Clark, Simone Jo Moore, Daniel Breston, and Matt Beran discuss staffing for service, available models, and training to build the best IT support team. Jacob White is a Consultant/Advisor with a rich background in Sales and Support. Before that, he was the Head of Customer Service at Adaptiva and the Director of Technical Support Engineering at CrowdStrike. Kincy Clark is the Founder of OneStudy.ai and the former Director of Support at Bolt. He has over 12 years of experience in team leadership, Program Management, strategy, operations, communication, and technical experience. Simone Jo Moore is a renowned author and coauthor guiding organizations and individuals in adopting a "Humanising IT" perspective. She's been in HDI's Top 25 Industry Thought Leaders for the last five years and is a WomenTech & DevOps Institute Ambassador. Daniel Breston is a retired coach, blogger, speaker, and writer with more than 50 years of experience in IT. He's currently a board member of itSFMF UK, and once in a while, he picks up his old habits with part-time mentorships and workshops.
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