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Ep. 49 – 90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk– with Peg Kearney
Manage episode 463335379 series 3342973
How do you hit 90% first-contact resolution—and keep it there?
In this episode, Elias speaks with Peg Kearney, Director of IT Operations at the University of Arizona College of Nursing, about how her helpdesk team maintains a 90% first-contact resolution rate by hiring top talent and providing them with the right tools and system access. Peg also highlights the importance of treating endpoints as critical infrastructure, managing IT in a HIPAA-compliant environment, and using VR labs to transform nursing education.
You'll learn:
1. Why endpoints post a major IT risk—and how to protect them
2. How to improve first-contact resolution at the helpdesk
3. The impact of remote tools on operational efficiency
4. Navigating HIPAA compliance during cloud migration
5. How VR labs are revolutionizing nursing education
___________
Get in touch with Peg on LinkedIn: https://www.linkedin.com/in/peg-kearney-574b831/
___________
About the host Elias Voelker: Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.
Get in touch with Elias via LinkedIn or email podcast@checkmk.com.
___________
Podcast Music:
Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/
Thanks to our friends at SAWOO for producing this episode with us!
50 επεισόδια
Manage episode 463335379 series 3342973
How do you hit 90% first-contact resolution—and keep it there?
In this episode, Elias speaks with Peg Kearney, Director of IT Operations at the University of Arizona College of Nursing, about how her helpdesk team maintains a 90% first-contact resolution rate by hiring top talent and providing them with the right tools and system access. Peg also highlights the importance of treating endpoints as critical infrastructure, managing IT in a HIPAA-compliant environment, and using VR labs to transform nursing education.
You'll learn:
1. Why endpoints post a major IT risk—and how to protect them
2. How to improve first-contact resolution at the helpdesk
3. The impact of remote tools on operational efficiency
4. Navigating HIPAA compliance during cloud migration
5. How VR labs are revolutionizing nursing education
___________
Get in touch with Peg on LinkedIn: https://www.linkedin.com/in/peg-kearney-574b831/
___________
About the host Elias Voelker: Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.
Get in touch with Elias via LinkedIn or email podcast@checkmk.com.
___________
Podcast Music:
Music by Ströme, used by permission
‚Panta Rhei‘ written by Mario Schoenhofer
(c)+p 2022, Compost Medien GmbH & Co KG
https://stroeme.com/
https://compost-rec.com/
Thanks to our friends at SAWOO for producing this episode with us!
50 επεισόδια
All episodes
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1 Ep. 50 - Data Center Efficiency: Monitoring, AI, and Decarbonization - with Martin Casaulta & Martin Hirschvogel 45:03
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1 Ep. 49 – 90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk– with Peg Kearney 41:45
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1 Ep. 48 - From Surviving to Thriving: How a Major Cyberattack Sparked a Full IT Transformation - with Thomas Klithav Hansen 34:11
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1 Ep. 47 - 35,000 to 130,000 Students in 5 Years: Scaling IT at Internationale Hochschule - with Thomas Singbartl 31:27
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1 Ep. 46 - IT for the City of Atlanta: Building Scalable and Resilient Systems - with Tameka Neely-Dudley 31:10
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1 Ep. 45 - The Metrics That Matter: Optimizing ITSM by Focusing on Customer Effort – with Huseyin Uysal 36:35
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1 Ep. 44 - Mature ITSM: How to Drive Top-Down Change and Build Well-Oiled IT Operations - With Haroon Hasan 39:01
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1 Ep. 42 - Integrating Cybersecurity with Operations: Ensuring Impact and Efficiency at UNICEF USA - with Andrew Nuxoll 41:12
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1 Ep. 41 - IT Leadership in Higher Education: Strategies for Service Management, Optimal Customer Experiences, and Employee Growth - with Mark Katsouros 1:08:42
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1 Ep. 39 - Scaling Cyware: Lessons From Growing the Company Headcount Fivefold - With Joe Aurilia 41:31
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1 Ep. 38 - Transparency, Credibility, and Connection: Hard-Earned Lessons From 25 Years in IT - with Paul Teodorescu 56:05
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