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Session 105: Taking Desktop Support to the Next Level at Emory Healthcare

Shundale Varnado (Business Analyst III, Emory Healthcare)

Lionel Clark (Assistant Director)

Date: Wednesday, April 22

Time: 10:15am - 11:15am

Pass Type: Premium Package, Standard Package - Get your pass now!

Track: Optimizing the Support Organization

Vault Recording: TBD

Audience Level: Intermediate/Advanced

Has your organization struggled with duplication of effort, a lack of customer- centric processes, high volumes of incidents and open work orders, increased customer escalations for aged service requests, minimal or no notification of projects or expansions, or resource gaps? We have, too! At Emory Healthcare, the demands on field services operations were increasing as new facilities and staff members were added to the network. So we launched a successful restructuring initiative to consolidate support teams, created a specialty desktop support team, and increased employee engagement—without adding any additional FTEs! As a result, we improved operational efficiency, created a balanced workload, and increased customer satisfaction. Attend this session to learn how to increase team performance by transforming a good team to a high-performing GREAT team.