Simplifying L1 Tasks to Reduce Escalations (X World 2017)
Channel: AUC_ANZ
Date: 2017-11-09

Presenter: Stuart Lamont, Ivanhoe Grammar School

Do you find yourself torn away from your desk to solve Helpdesk problems? Looking for ways to free up your time at the office to focus on the big-picture?

Sometimes, to make our own job easier, we need to make someone else’s job easier. By leveraging the power of scripting, previously complex, time-consuming or repetitive tasks can be reduced to just a few clicks and keystrokes.

In this session, Stuart Lamont from Ivanhoe Grammar School will pull apart 5 of the tools the school has used to streamline Level 1 Helpdesk tasks so they (almost) never need to be escalated.