Does your organization manage an internal helpdesk? Microsoft IT manages a global internal helpdesk that receives 63,000 contacts per month. To improve the client-support experience and productivity while reducing costs, Microsoft IT took two approaches: off-shoring and outsourcing the internal helpdesk (including service desk and deskside support) and developing a number of call-avoidance techniques. Join this webcast to hear firsthand the benefits and lessons learned from outsourcing, in addition to the programmatic approach and high client satisfaction for problem resolution and call reduction through call-avoidance techniques.
Monday, November 19, 2007 11:00 AM Pacific Time (US & Canada)
Presenters: Jon Browning, IT Director, Microsoft Corporation, and Jeremy Eubanks, Senior Program Manager, Microsoft Corporation
- Jon Browning is a director at Microsoft responsible for helpdesk call centers in Bangalore, Dublin, Tokyo, Dalian, and three U.S. locations that support 115,000 Microsoft employees and vendors in five languages.
Jon has been with Microsoft since 1990, where he focuses primarily on IT strategies and solutions. Jon directed the internal client deployment of Microsoft Windows 2000 from early beta through release to manufacturing (RTM), and he has consulted on several implementations since. Prior to his current role, he managed the Asia-Pacific helpdesk operations that included call centers and desk-side technicians in Microsoft locations throughout the region. - Jeremy Eubanks is the service desk technology manager responsible developing and driving the call-avoidance strategy for the internal helpdesk at Microsoft. In the past 18 months, the helpdesk technology team has achieved at 15 percent call-avoidance level. Jeremy has been a program manager at Microsoft since 2001, working in roles ranging from program development to project management. He holds a master’s of information science (MIS) degree from Eastern Washington University and recently received his Master of Business Administration (MBA) from Seattle University.
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