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RISUGS 2024-25 Recording: CHOP DTS Employee Service Center
Published on
· Last Updated 2 weeks 4 days ago
In this webinar recording, learn how CHOP Research Institute employees can best utilize the CHOP DTS Employee Service Center. Additionally, viewers will learn about the support and services available, including normal usage and utilization of the Digital & Technology Services Service Center.
Speaker
Johnny J. Caputo
Manager
DTS Service Center, Digital and Technology Services
With 27 years of experience, Johnny excels in leading teams and driving success through dynamic management. His expertise includes project management, desktop support, service desk leadership, office build-outs, and vendor collaboration. He focuses on improving processes, fostering team development, and aligning strategies with organizational goals. Passionate about delivering impactful solutions, Johnny empowers teams to achieve exceptional results. He has been with CHOP for over 3 1/2 years.
Log in to view the recorded webinar, "CHOP DTS Employee Service Center", and learn how Research Institute employees can best use the DTS Employee Service Center, focusing on support and service utilization.
What will you learn?
- Goal of the CHOP Service Desk: Overview of the primary objectives and mission of the service desk.
- Management of Operations: Insights into how the service desk operations are managed to ensure efficiency and effectiveness.
- First Call Resolution: Strategies and importance of resolving issues on the first call to enhance user satisfaction.
- Service Requests: Process for submitting and handling service requests.
- What if You Already Have a Ticket?: Guidance on steps to take if you have an existing ticket.
- Continuous Improvement: Emphasis on ongoing efforts to improve service desk processes and performance.
- Feedback: The crucial role of feedback in driving improvements and ensuring high-quality service.
Additional Services & Applications
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Learn about CHOP's Expertise Knowledge Platform (EKP), connecting researchers across CHOP.
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