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Breakfast Briefing:The Role of the Technical Trainer on the Service Desk

Laurie Lukken (Solution Center Manager, Nebraska Furniture Mart)

Location: Panzacola F1/2

Date: Thursday, April 11

Time: 7:30am - 8:15am

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Breakfast Briefing, Service Optimization

Format: Breakfast Briefing

Vault Recording: TBD

Audience Level: All

The role of an end-user technical trainer is to develop and implement training, via various methods, as an aid to self-help, focusing on educating customers on the technologies they use every day as well as new technologies they may not yet have experienced. When technical trainers are actually part of the service desk, the customer can be that much more confident in the trainer's IT knowledge and expertise. The result is often an increase in self-help engagement, fewer calls to the service desk, and more empowered, educated customers. In this briefing, Laurie Lukken will share insight into:

  • Gaining company buy-in for an IT-focused trainer
  • Defining the skills needed in an effective trainer
  • Matching training medium to topic complexity