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CRANBERRY TOWNSHIP, Pa.--(company WIRE)--Jacque Rowden, Senior Director, aid Desk at Continuum®, the trade's best channel-unique provider of absolutely built-in managed IT functions options, is providing, “who is Your crew?” at the HDI 2015 convention & Expo, Thursday, March 24 – Friday, March 27, 2015 in Las Vegas, Nevada. HDI 2015 is an IT provider and technical aid conference that addresses the wants of the entire group, from pro directors to frontline analysts, and gives useful insight into how formal tactics, methods and trade equipment can improve service and support efficiency.
WHAT:Continuum’s Jacque Rowden featuring Session 710: “who is Your crew?” at HDI 2015
WHEN:Friday, March 27, 2015 at 9:00 a.m. PDT
where:Mandalay Bay hotel, 3950 S Las Vegas Blvd, Las Vegas, Nevada
in this session, Jacque Rowden shares suggestions for constructing an identity, enhancing morale, recognizing winners and transforming a assist desk branch right into a aid desk crew. Attendees find out how crew Thunderstruck, the fighting Mongooses, and 6 different help desk groups partake in friendly competitions and cross-team challenges that enliven the place of work, foster collaboration and enhance employee retention. activities team are not named “Basketball crew #three” or “Ohio's soccer crew.” groups have a name, mascot, crew colors and maybe a group cheer or music. assist desks should still have the same identifiers.
Jacque has 25 years of adventure managing technical teams which have supplied global aid for public and personal companies, beginning-united statesand white-shoe law organizations. She has spoken on issues together with digital safety, assist desk metrics and support desk careers, in addition to Agile undertaking management in IT service management. She has a bachelor’s diploma in biology from Excelsior faculty. Her certifications consist of MCSE and other Microsoft technical certifications, HDI help core manager and Director, and ITIL Foundations. In 2008, Jacque’s support desk team became one among two finalists for ICMI's most advantageous Small Contact core of the 12 months and certainly one of seven finalists for itSMF's greatest IT challenge of the 12 months.
In August 2014, Continuum changed into named a finalist for the HDI service management Award, the highest honor within the technical carrier and support occupation, for its development initiatives for the company’s assist Desk. Continuum’s white-label IT aid desk correctly identifies and solves both primary and complicated issues, assisting Managed features provider (MSP) companions convey superior client carrier and aid without laborious its in-condominium techs. Continuum’s assist Desk supports 35,000 clients with greater than a hundred technicians.
For extra tips on Continuum’s aid Desk, seek advice from:http://www.continuum.web/solutions/rmm-application/it-assist-desk.
For more guidance on HDI 2015, consult with: http://www.hdiconference.com.
About Continuum Managed IT features
Continuum is the technology trade's most effective channel-unique issuer of absolutely built-in managed IT features, permitting its Managed services provider (MSP) companions to keep each on premise and cloud-based mostly servers, computers, cellular contraptions and other endpoints for small-and-medium-sized businesses. Continuum’s SaaS platform allows MSPs to efficaciously backup, display screen, troubleshoot and maintain purchasers’ IT infrastructure from a single pane of glass, all backed via an business–leading community operations core (NOC) and help Desk. MSPs leverage Continuum’s pay-as-you-develop enterprise model to scale IT features devoid of committing to lengthy-time period contracts and to reserve in-apartment body of workers for strategic initiatives. The company employs over 1,000 experts international, helps over three,500 partners and displays over 600,000 endpoints. For more counsel, visit http://www.continuum.internet/ or observe us on LinkedIn and Twitter @FollowContinuum.
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gain knowledge of about the training and instruction necessary to become a assist desk manager. Get a brief view of the necessities in addition to particulars about diploma programs, job responsibilities and certifications to find out if here is the career for you.
when you are technologically savvy and have respectable management and communique skills, you may well be interested in a profession as a aid desk manager. A bachelor's degree in a related field is often the minimum requirement to dangle a supervisory role. Some employers may also decide upon that you just achieve certification as neatly, both popular or for a particular desktop system.essential tips
assist desk managers make certain that shoppers acquire technical aid features and supervise support desk personnel. Job requirements fluctuate, though a 4-12 months degree is regularly required for management positions. Some certifications may also even be required, depending on what application or hardware is supported.Required education Bachelor's degree in computer-linked field different requirementstrade certifications and/or outdated experience can also even be essentialProjected Job boom (2014-2024) eight% for network and computer methods administrators* Median salary (2016) $63,278**
source: *U.S. Bureau of Labor facts **PayScale.comJob Description for a support Desk manager
A help desk supervisor's job is to supervise timely start of nice technical help service to shoppers, even if they're interior purchasers working for a similar company or external shoppers who have contracted technical help carrier. This requires both expertise of the software or hardware programs being supported and positive personnel administration skills.
frequently, help desk managers are answerable for assisting windows-primarily based utility systems with a networking element. In these circumstances, employers may additionally select support desk managers who are Microsoft-certified and produce other certifications in particular in the classification of hardware or utility they will guide. Employers may additionally also choose to rent people with old administration journey.
The U.S. Bureau of Labor information predicts that job openings for all network and computer programs administrators will raise by using eight% between 2014 and 2024, which is about as quick as the national typical. moreover, PayScale.com stories that the median revenue for aid desk managers, as of January 2016, was $63,278 per 12 months. also in response to PayScale.com, nearly all of help desk managers earn between $43,862 and $90,598 per 12 months.
locate schools that present these time-honored programs
extra coursesJob tasks for a support Desk manager
support desk managers may complete each technical guide and supervisory responsibilities. usual technical assist obligations consist of answering telephones, speaking with purchasers, diagnosing hardware and utility malfunctions, troubleshooting problems, changing hardware and installing new application on customers' machines. Supervisory duties may encompass picking out personnel requirements, setting schedules and insuring that these beneath their route have sufficient materials to finished their jobs.education and career requirements for a help Desk supervisor
frequently, at the least a bachelor's diploma in a computer-related field is required for aid desk managers. general coursework commonly contains computing device science, coding or programming, some engineering classes, mathematics, English, science and different usual schooling necessities. Some employers might also decide on a graduate diploma akin to a master of enterprise Administration.
support desk managers may additionally additionally need to seek certification from a selected brand such as Microsoft, or a generic certification as a assist desk supervisor from an organization such because the support Desk Institute (HDI). An HDI certification demonstrates a supervisor's competencies of aid desk practices and consumer carrier tactics. Microsoft certifications that could be required for employment consist of Microsoft certified desktop support Technician or Microsoft licensed know-how professional.
In summary, aid desk managers supervise the supply of technical assist to valued clientele, and might also give tips or troubleshooting themselves. They need capabilities of the application, hardware, or courses for the enviornment through which they work, and frequently profit this capabilities via a bachelor's diploma software. Job growth for all computing device methods administrators is expected to be as quickly as general in the coming decade.
HDI has up to date its foreign certification specifications to contain STI expertise's top-rated practices. In support of those updated requirements, HDI has launched two new lessons and certifications: HDI support middle Analyst and help core manager, and retired a few classes and certifications, together with HDI help Desk Analyst Boot Camp, HDI help Desk manager and STI's certified help Desk knowledgeable, certified assist Desk manager and authorized crew Lead. besides the fact that children, HDI will proceed to appreciate the retired certifications under the brand new HDI Certification names: help center Analyst, assist center team Lead, and help core manager.
additionally, HDI has bundled its training and certification choices, leading to a tons greater low-cost and productive method to get trained and HDI- certified. support professionals who purchase an HDI course, either teacher-led or on-line, will additionally get hold of entry to take the certification exam. people desiring to purchase a certification examination simplest may also nonetheless accomplish that via the HDI e-save (http://www.thinkhdi.com/estore/certification/).
HDI is also introducing an enhancement to the HDI getting to know core to support online certification checks. college students taking on-line lessons will now be capable of take the certification exam online. students taking the teacher-led support center Analysts and help core group Lead will proceed to take their certification checks by the use of Pearson Vue verify facilities.
"These alterations and tendencies mirror HDI's dedication to presenting the industry's premier practising and certification offerings for the IT provider and aid business and commitment to staying on the cutting edge of the trade with the newest specifications, courses and certification choices," stated Rick Joslin, HDI's new government director of coaching and certification.
In a linked announcement today, HDI introduced a brand new faculty for its practicing and certification department and a circulation far from its former authorized practicing associate (ATP) model. See www.thinkhdi.com/publications/pressReleases/ for extra suggestions on this announcement.
HDI is the world's largest membership association for IT carrier and guide experts and the premier certification body for the industry. established in 1989, HDI's mission is to steer and promote the IT service and support trade by empowering its participants via access to well timed and valuable trade guidance, together with experiences and publications; encouraging member collaboration through events and online forums; and organising internationally identified, requirements-primarily based trade certification and practising classes. besides membership, certification and practicing, HDI produces the world's largest and maximum-rated adventure for service and aid gurus, the HDI Annual convention & Expo. HDI is member-concentrated, and continues to be vendor-impartial in its efforts to facilitate open, unbiased networking and assistance sharing throughout its world affiliation network. HDI has more than 7,500 contributors worldwide including many of the Fortune 500, 60 local chapters in North america and membership offices on every continent. For extra guidance, visit www.thinkhdi.com/ or name (800) 248-5667.
CONTACT:Jennifer McClure,Communications strategies,+1-650-387-8590,or firstname.lastname@example.org,for HDI
web web site:http://www.thinkhdi.com/http://www.thinkhdi.com/publications/pressReleaseshttp://www.thinkhdi.com/estore/certificationconnected Thomas trade replace
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Turnover everywhere in the hotel staff is a major challenge in tight labor markets most hotels operate within, however it seems to especially be an issue at the front desk.
Certainly, working at the front desk can be a stressful job as we are dealing with guests who are arriving after a long day of travel disruptions and frustrations and therefore prone to over-reaction to even the smallest challenges. Also, regardless of where any gap in service occurs during a guest’s stay, it is most often reported to the front desk associates.
Although much has changed in the 37 years since I started my career, working my way up from a front desk clerk to Front Office Manager at very large hotels, even with all of the new technology we are still a people business. Great hotel leaders all know that if we take care of our people, they will take care of our guests.
I spent my first 16 years at the front desk, most of it as a front desk supervisor and manager before moving on to corporate positions, and turnover was always an issue when I would first arrive. Yet by respecting my associates and treating them like family, I was able to forge strong relationships that kept my people loyal. Not only did they stay on board much longer, but many of them are still beloved personal friends to this day.
The key to reducing turnover starts at the top with you as a Front Office Manager. By following these 5 simple and easy suggestions I am confident you too can reduce turnover at your Front Desk as well as any other department at your property.
Probably every Front Office Manager I know would love to provide a hefty pay raise and more holidays off, but realistically that is never going to happen. By treating the front desk team more like family and engaging with them personally, you will be able to increase loyalty and reduce the desire for job-hopping.
M. Cathy Cook is the Executive Director of Training & Development for the Kennedy Training Network, Inc., a leading provider of hotel sales, guest service, reservations, and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry. Cathy also is heads up KTN’s Front Desk “Heart of Hospitality” Certification process. Email her directly at: email@example.com or visit www.kennedytrainingnetwork.com
Company Profile:Morgan Stanley is a leading global financial services firm providing a wide range of investment banking, securities, investment management and wealth management services. The Firm's employees serve clients worldwide including corporations, governments and individuals from more than 1,200 offices in 43 countries. As a market leader, the talent and passion of our people is critical to our success. Together, we share a common set of values rooted in integrity, excellence and strong team ethic. Morgan Stanley can provide a superior foundation for building a professional career - a place for people to learn, to achieve and grow. A philosophy that balances personal lifestyles, perspectives and needs is an important part of our culture.
Morgan Stanley Corporate Services (CS) manages the firm's 19MM square foot portfolio to strategically align real estate assets with the Firm's business and organizational objectives. CS is responsible for a broad range of services including; Workplace & Design, Portfolio Strategy, Portfolio Management, Project Management, Engineering, Property Services and Amenities.
Morgan Stanley has created a global program, Workplace Evolution, to modernize our workplace. The objectives of Workplace Evolution are to support our organizational goals around attracting and retaining the best talent, optimizing our real estate, demonstrating our brand and values, and enabling our employees to work at their peak.
In support of this major initiative, Morgan Stanley is adding another dimension to its Workplace offerings by expanding to include an Experience Services platform.
The "Experience" agenda is to:- Curate a meaningful and personal experience for Morgan Stanley employees and visitors that anticipates and exceeds expectations. Provide an experience that is seamless and coherent across all channels, and creates a positive connection to the experience of coming to the office.- Focus on user centric hospitality, creating high touch opportunities for people to connect in new and exciting ways that speaks to Morgan Stanley's culture.- Develop a platform which provides, through the convergence of clear governance and policy, work environment and services, a differentiating experience to support the shifting needs of Morgan Stanley employees .
Primary Responsibilities :- Architect of the program, defining the optimal end user experience, which will help drive the design and services required for Morgan Stanley's future workplace environment.- Creates and manages a global team to ensure a synchronous experience is being executed consistently across the program.Program Management:- Define the platform organization, deployment strategy, and standards and guidelines.- Identify the appropriate technology and digital solutions, providing users with a seamless, single-point access to building amenities and services through a secure, mobile apps platform. Project management the right solutions with key Morgan Stanley stakeholder groups.- Track and measure impact of program on employee satisfaction, productivity gains and cost avoidance .- Collaborate with global functional teammates to ensure close alignment; Property Services, Amenities, Business and Branch Management, Technology, Human Resources, Communications, Marketing, and Expense Management teams.
Program Scope:- Define hospitality and full service experience support for a range of project types (client facing, non-client facing and global in-house center locations)- Global team will be responsible for providing seamless services around our Workplace Evolution program in partnership with Property Services and Amenities existing teams:- Client-facing reception and visitor support- Concierge service function- Office services- Catering coordination- Conference center managementCommunity Managers: (Future role). This role will work closely with the Experience Manager to translate the experiences that have been designed, and deliver the day to day management of the space. Manage network of on-site teams responsible for maintaining all workspace to ensure a positive and enriching work experience for all employees. Community Managers would be the "first line of defense" for questions, issues, and concerns related to the space, to help resolve issues.- Desk and space sharing program operations: proactive maintenance to compensate for shift in ownership of workspace due to desk sharing program. Space "resets", hour-by-hour monitoring, management of clean desk policy, lost and found, locker management- Everyday Operations & Staff Engagement
Project Delivery Integration:- Support CS Workplace, Project, Portfolio and Property teams with implementation of an experience service program on all major regional office build outs.- Create Basis of Design Experience Guidelines playbook, and integrate as part of the Global Workplace Design Guidelines, to provide a holistic approach to the project implementation process.- Develop a change management road map to ensure successful implementation . Collaborate with the Communications, Brand and Marketing teams on all collateral materials related to change management and communications.- Potential Process:
- Proven organizational skills, ability to prioritize in order to meet deadlines and provide high quality service to clients.- A flexible approach with the ability to adapt to changing conditions and priorities and to work in a collaborative team environment.- Distills complex information to the essential for client decision-making. Capable of participating in discussions with internal clients on design and space use concepts.- Interpersonal skills with the ability to present to and communicate with demanding clients within the Business Units, managing expectations throughout the design and delivery process.- Maintain an active awareness and understanding of global workplace trends, innovations and opportunities- Computer skills in Microsoft platforms.- Experience with enterprise workspace tools; Hospitality Suite, WebCoRE, AppSpace, Yammer, Space Booking, etc...- Moderate travel may be required as this is a global role.
Education and Experience- Bachelor or Master's degree in Hospitality Administration Management.- Responsible for designing "the end user experience" and implementation strategy for other organizations.- 8-10 years of relevant experience managing multiple teams in experience services, hospitality, events, amenities and property services management.
The IAB SEA+India Programmatic Committee returns in 2019 with its search for the industry’s brightest talents behind the technology. Find out how these passionate practitioners got started, the secrets behind their success and what they are doing to drive the industry forward.
“What excites me the most about working in programmatic is its ability to seamlessly marry art with science,” shares Riddhima Minocha, an account manager at The Trade Desk and IAB SEA+India’s Programmatic Rising Star of 2019.
A standout innovator and creative thinker, Minocha, who is lovingly known by her colleagues as Red, is recognized for her ability to look out for bold, creative opportunities both within and outside her organization. In May 2018, she executed one of The Trade Desk’s first-ever connected TV campaigns in Hong Kong. Shortly after, she led the organization’s first-ever augmented reality campaign in Asia.
“Minocha is one of the rare professionals who have the skills to engage on multiple levels across all teams,” shared Peter Besselink, the programmatic client lead at Mindshare. “From top-level brand strategy to campaign level tactics and optimizations with traders, she has been a fully trusted resource to our account in the past 1.5 years.
When Minocha is not going from barre to bar, skydiving or surfing, she dedicates her time to raising the profile of programmatic and adtech. A passionate advocate for women in ad tech, diversity, inclusion and transparency, she seeks out opportunities to participate and facilitate conversations around tech and gender equality, such as ‘Women in Digital London’ 2017.
When thrown a curveball, Minocha hits it out of the park. From troubleshooting creatives to collaborating with partners on a brand pitch, Minocha enjoys wearing multiple hats and raises the bar when it comes to being dynamic, open and diverse, paving the way for the industry to follow suit.
What did you want to be when you were younger?
Since kindergarten, I was obsessed with all things biology. From playing with toy stethoscopes as a child, watching Grey's Anatomy, reading Oliver Sacks’ books to spending my summers interning at hospitals and research labs, I always dreamed of pursuing medicine as a career.
In university, I majored in bioengineering with a minor in psychology. Along the way, as I took up research projects in cancer and stem cell therapy, I realized my ambitions were more suited to a corporate career. Life (with my brain) worked in mysterious ways - and, here I am!
The most exciting part about working in programmatic is how it can seamlessly marry art and science and this - the inner scientist in me thoroughly enjoys.
What is one thing you wished you had known before starting your programmatic career?
The importance of being 10 steps ahead. This industry is always forward-thinking and fast-paced. Coming from a different background, I definitely did not expect to be subjected to such a steep learning curve that continues to grow every day. Quoting my colleague, being an entrant in programmatic is like "drinking from a fire hose". Luckily, I've always been curious and enjoyed drinking my way out of it.
In no more than five sentences, describe what a typical work day would look like for you.
My day typically entails juggling time between internal and external meetings, product demonstrations and training sessions, proactive as well as reactive client servicing, multiple trips to the pantry to fuel myself with caffeine, constant collaboration across different teams and soaking in as much knowledge as I can - all while having fun.
Phrase or word you never want to hear again.
"Let's allocate the leftover budget to programmatic".
If there was one key ingredient for any successful campaign, what would it be?
Defining clear and realistic objectives. Often times, campaign objectives tend to be based on past performance, benchmarked against other channels or defined at random. It is really important to take a step back, wear the brand marketer's hat and think about the bigger picture. Realistic goal setting will help set your campaign up for success and enable traders to have a clear KPI to optimize towards.
What is one thing you look forward to changing in the industry?
A key aspect of my job is to consult with and educate agencies and brands on the benefits of programmatic. Programmatic has this reputation of being "too complicated", "low quality" and "not brand safe". As the industry continues to evolve, I'd love to be involved in initiatives to demystify and simplify adtech, and to debunk the stereotypical myths associated with it.
How do you predict programmatic will change the future/evolve?
Today, programmatic is typically one among the many lines in a media plan. The digitization of channels such as connected TV, audio and out of home, especially in emerging markets in Asia, will lead to the convergence of cross-channel marketing strategies into a single line. Programmatic's unique ability to merge marketing, data, and technology will enable it to change the future of advertising, making it more efficient and time-saving for marketers.
How do you keep learning in a fast-changing environment like programmatic?
Personally, I feel that it is very important to stay humble, curious and adopt a self-starter approach to learning. Adopting this approach has kept me going in keeping abreast with the whirlwind of changes in the industry. Quoting my colleague - "Red has constant FOMO". This FOMO drives me to keep my eyes and ears open, with all hands on deck, be it via industry news articles, my LinkedIn feed, networking events or even hearsay (at times).
Zachary King is the vice president of commercial for Asia at MediaMath, Singapore and the co-chair of the Programmatic Committee at IAB SEA+India.
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