Knowledge Management Analyst/Service Desk Team Lead
- Best Practices – What are they? How to recognize them? Why are they important?
- Lessons Learned – This will include a series of events that helped change the UC Davis program from average to exceptional.
- Pitfalls and Roadblocks – Success does not always occur without challenges and identifying solutions.
Jason’s interactive presentation will encourage audience participation and is focused on how the system used at UC Davis can be adapted into any Service Desk environment in both a realistic timeline and without significant human or financial resources.
Jason has 12-years of extensive Service Desk and Call Center experience. For the past 3-years he has explored and developed methods related to how an effective Knowledge Management program can assist the Service Desk environment at UC Davis.
As a member of the IT Service Management team at UC Davis, and also operating as the Service Desk Team Lead for the central campus IT Service Desk, IT Express. Jason will discuss the following and relate “real world” situations and solutions that have been instrumental in the success of the program at UC Davis.
Thursday, July 28th 2016
5:00pm – 7:00PM
ITT Technical Institute
10863 Gold Center Drive
Rancho Cordova, CA 95670-60347