From “Uh oh” to “Aha!” Transform your work with a great IT Helpdesk March 17, 2016
Introductions
What we’ll be covering today ●
Why having quality IT support is a significant benefit to your organization
●
What are the characteristics of High Quality IT?
●
Why is high quality IT difficult to provide and hard to find?
●
How RoundTable strives to balance quality and cost
A few words about this webinar
What do you think of when you hear “helpdesk”?
Why IT Helpdesk?
Why IT Helpdesk?
● Technology is core to most of what we do ● It’s not just about fixing things ● Continuous Improvement
Morale Improves with great customer service
Morale Improves with great customer service ● ● ● ●
Customer service versus tech support It’s not your fault You’re not bothering anyone! You don’t have to “speak geek”
Kaizen Technology is constantly changing as massive companies like Google, Microsoft and Apple compete both with each other and with upstarts like Slack, Uber and Evernote to solve problems for people and organizations.. Being aware of these problems and the tools and services that exist to address them is critical to continuous improvement. The world changes fast around us, so if we don’t continuously improve, we get left behind.
Focus on Mission
Focus on Mission ● ● ● ●
Difference between activity and accomplishment The “busy” trap Not everyone needs to be a technology expert Focus on what’s important to YOU
Bottom Line
How much do you trust your current IT provider?
What makes a Helpdesk GREAT?
Hint: It’s Not This...
Three Things that make Helpdesk Great
1. Trust 2. Trust 3. Trust
Trust is Paramount ● Trust ○ That your helpdesk is informed about current technologies ○ That your helpdesk understands your organization and what technologies may help ○ That your helpdesk is operating in the best interests of your organization and not their own bottom line.
What else makes a great Helpdesk great?
Teamwork
Three more things that make a Helpdesk great. 1. Hassle Free IT a. Peace of mind, call us whenever you need us 2. Proactive a. Proactive monitoring and manual escalations from Support to Solutions 3. Cost Effective and predictable a. Predictable support budget for day-to-day IT
Old IT Versus New IT
Old IT Versus New IT ● ● ● ● ●
Infrastructure focused (servers, desktops, etc) Control Rigid Focus on “keeping the lights on” Siloed
Old IT Versus New IT
Old IT Versus New IT ● ● ● ● ● ● ●
Solves problems for people Embraces Cloud High Service Levels Agile/Lean Data informed Continuous Improvement Helps advance the organization strategically
What do you think is the most difficult thing about providing a great helpdesk?
RoundTable’s biggest Helpdesk Challenge
Just kidding...sort of.
Why Finding/Providing a Great Helpdesk is Challenging
The Information Technology Paradox (paraphrased from the CIO Paradox by Martha Heller)
“How can IT be cost-efficient and stick to proven, safe solutions while also investing in innovation and taking risks?” “IT at its best is both cost-effective and great at solving problems.”
“Unique Snowflakes� with Similar Constraints While each organization is unique in terms of mission, culture, location, staffing and numerous other areas, all nonprofits are faced with the following challenge...
“No Margin For Investment” From Peter Campbell on NTEN’s blog
If a nonprofit decides to boost the overhead rate by 30% for
Customers don’t care how a Target and WalMart run
a year in order to boot up a long-term, mission-effective
their businesses; they care that they can buy anti-
strategy, then Guidestar, Charity Navigator, the Better
bacterial wipes at competitive prices. Constituents
Business Bureau, and their own website will tell their
care deeply about how much of their donation is going
donors that they’re a bad investment, and the drop in
to the people or cause that a nonprofit serves, as
donations might well sink them. 501(c)(3) nonprofit
opposed to the operating expense of the nonprofit.
organizations are required to publish their financial statements for public review annually, and this is the data on which they are primarily assessed. The effectiveness of their strategies is harder for nonprofits to qualify than it is for a retailer or manufacturer.
All businesses want to minimize expenses and increase profitability (even nonprofits!). But nonprofits must minimize those expenses; they have no strategic breathing room when it comes to funding operations.
What are the two most important things to you in a helpdesk?
How RoundTable Technology Works
The RoundTable Technology Difference “We thought long and hard before deciding to rely on a largely outsourced IT function and I can now look back and say that we’ve found a model that works very well for us. This is in no small part due to the expertise, diligence and responsiveness that Joshua, Evan and every one of the RoundTable team have given us. Having IT taken care of by professionals like these allows me to focus on the other pressing priorities of our organization.” James Rohrman, Chief Finance Officer Friends of Hudson River Park
The RoundTable Technology Difference 1. 2. 3. 4.
99% Client Satisfaction from continuous surveys Staff are Caring, Effective and Invested in your success We answer the phone with a live person Responses that you may hear from your RTT support team: a.
“I’m happy that we were able to resolve this for you, is there anything else we can assist with before we disconnect?”
b.
“I’m not able to resolve this immediately, but now that I have more information, I will take responsibility for this request and will not stop until I find someone who can resolve this for you.”
c.
Every interaction with us should make you confident that we care about each and every person at your organization. We want to help however and whenever we can.
We love to say “Yes!”
About RoundTable’s Extra Mile plan ● ● ● ● ● ●
More Fun to say “Yes” Started as a joke Turned into a reality We already have five organizations on Extra Mile The Nonprofit Coordinating Committee (www.npccny.org) is one of them. Their brand new website, launched this week, was delivered through Extra Mile.
The RoundTable Solution â—? â—?
Fixed Costs Plans to meet a variety of needs, from basic helpdesk to complete IT strategy and implementation.
RoundTable Solutions Available 1. Support - Proactive Helpdesk & Maintenance a. b. c.
2. 3. 4. 5.
Bronze Silver Gold - 24-hour helpdesk
Leadership - CIO role for strategic technology planning Extra Mile Pre-Paid Block Hours Hourly
What You Can Do Now 1) Get a FREE IT assessment 2) Get 50% off your first month of Support, Leadership or Extra Mile 3) Purchase Block Hours at special reduced rate.
Go to:
http://helpme.rtt.nyc and use the code:
HELPDESKWEBINAR
If you are already a RoundTable Client - refer us to a friend and get a $250 Amazon gift card for yourself AND a $250 contribution to your organization if your referral signs up with RoundTable.
Thank you! Evan Desjardins evan@rtt.nyc Joshua Peskay joshua@rtt.nyc
We’d love your feedback on this webinar http: //feedback.rtt.nyc Our next webinar, Tame Your Inbox is in two weeks Sign up at learn.rtt.nyc