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ARCHIVED WEBINAR


AutotaskOriginal Air Date: 5/26/2010 2:00:00 PMDURATION: 77 minutesView Webinar
Featured Speakers:
Len DiCostanzoLen DiCostanzo
Senior Vice President and Dean of the Autotask Academy
Autotask Corporation
Erick SimpsonErick Simpson
Vice President and CIO
MSP University

Incident Management Secrets of Best In Class Service Desks

During this practical session Erick will focus on the function of the Service Desk and its role in the service delivery process, and share effective incident management, escalation and remediation techniques. Topics include:

  1. The responsibilities of Service Desk staff and their day-to-day operations
  2. Telephone and email communication standards
  3. Service Level Agreement (SLA) guidelines
  4. Best practices for on-boarding clients

Len will then share how you can automate and streamline the entire process using Autotask and significantly increase your efficiencies -- and your clients' satisfaction.

These insights will help you deliver more effective, efficient service desk support to your Managed Services clients.

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