ICIT, please be sure to give a warm welcome to Jason Dirden on Tuesday (September 6), his first day in the office. Jason will focus on achieving the performance goals we established for the Help Desk during the last year:
- Increasing the rate of issue resolutions at Tier 1
- Reducing the amount of time tickets are open
- Improving the ticket escalation process
- Enhancing the overall quality of troubleshooting
Jason comes to us from a Help Desk leadership position at Brookdale Senior Living Solutions in Milwaukee, where he managed a team of 15 full-time technicians in a company with more than 15,000 employees. Lilly Berhane will continue to focus on the Help Desk student workforce needs, such as student recruitment and scheduling, along with providing analytics on performance and customer feedback.
