How To Move from Break/Fix to Engage/Improve

When:  Jan 22, 2019 from 3:00 PM to 4:00 PM (ET)


We invite you to join us for this virtual roundtable discussion. No matter what size firm or department you're part of, these conversations aim to provide you with information, answers and real-life examples you can take back to your organization. In this session, we will discuss:

  • Be proactive, not reactive - identify and address a problem before it becomes an issue, instead of 'resolving' the same things over and over
  • Real-life examples of providing steps to work-around issues vs. deploying a patch to fix the problem
  • Gain buy-in and trust, even when things are 'broken'
  • Improve user experience by going above-and-beyond rather than doing the bare minimum
  • Real-life examples of top-quality help desks that moved from break/fix to engage/improve, or perhaps the opposite, so we can learn from them

We encourage you to bring your tips, experiences, and questions to the discussion, and hope to see you there!


David Auxier - Technology User Experience & Information Management Supervisor, Schulte Roth & Zabel
Georgeana Gartrell - Service Desk Manager, WilmerHale
Josh Lazar - Senior Director of Information Technology, Community Legal Services of Mid-Florida


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