2026 Schedule
Session 505: From Help Desk to Hashtag: Building Brand Awareness Through Social Media
Amanda Pritchard (Assistant Director, Technology Experience and Innovation, UT Dallas)
Date: Thursday, May 7
Time: 11:30 am - 12:30 pm
Pass Type: Core Pass, Premier Pass, Premium Learning Pass - Get your pass now!
Track: Optimizing Service & Support Operations, Leading World Class Service & Support Teams
Session Type: Session
Vault Recording: TBD
Audience Level: All
In today's digital enterprise, IT support teams are more than technical troubleshooters—they are strategic storytellers who can shape organizational culture and customer perception. This session explores how service desk and IT teams can use social media platforms like LinkedIn and Twitter to create a knowledge-based culture, deliver proactive service, and support continuous improvement through digital storytelling.
Using real-world examples from the UTD InfoTech YouTube channel, attendees will learn how to transform internal wins, team culture, and service excellence into compelling content that builds visibility and trust. These stories not only humanize IT but also reinforce service management frameworks by connecting people, processes, and platforms in meaningful ways.
This session is strictly vendor-neutral and offers tangible takeaways that attendees can apply immediately to elevate their team's presence, improve stakeholder engagement, and align with HDI's best practices for combining and optimizing service management methodologies.
Takeaway
Create a knowledge-based culture by sharing insights, lessons learned, and service success stories on social media.
Deliver great service proactively by using storytelling to highlight improvements, innovations, and customer-centric wins.
Support a culture of continuous improvement through transparent communication and feedback loops enabled by social platforms.
Empower IT professionals to become brand ambassadors and thought leaders within their organizations.