The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
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Content provided by Elias Voelker. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Elias Voelker or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
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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
Content provided by Elias Voelker. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Elias Voelker or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
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
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Get in touch with Peg on LinkedIn: https://www.linkedin.com/in/peg-kearney-574b831/
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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 [email protected].
___________
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!
52 episodes
Share
Manage episode 463335379 series 3342973
Content provided by Elias Voelker. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Elias Voelker or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
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
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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 [email protected].
___________
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!
52 episodes
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Similar to ITOps, DevOps, AIOps - All Things Ops
The power of Data is undeniable. And unharnessed - it’s nothing but chaos. Making data your ally. Using it to lead with confidence and clarity. Host Jess Carter is solving problems in real-time to reveal what’s possible. Helping communities and people thrive. This is Data Driven Leadership, a show brought to you by Resultant.
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Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
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