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CRANBERRY TOWNSHIP, Pa.--(business WIRE)--Jacque Rowden, Senior Director, assist Desk at Continuum®, the business's handiest channel-unique issuer of wholly built-in managed IT services options, is presenting, “who's Your team?” at the HDI 2015 convention & Expo, Thursday, March 24 – Friday, March 27, 2015 in Las Vegas, Nevada. HDI 2015 is an IT carrier and technical guide conference that addresses the wants of the entire crew, from seasoned directors to frontline analysts, and gives effective perception into how formal strategies, tactics and industry tools can improve service and assist efficiency.
WHAT:Continuum’s Jacque Rowden proposing Session 710: “who is Your team?” at HDI 2015
WHEN:Friday, March 27, 2015 at 9:00 a.m. PDT
the place:Mandalay Bay resort, 3950 S Las Vegas Blvd, Las Vegas, Nevada
during this session, Jacque Rowden shares strategies for constructing an identification, enhancing morale, recognizing winners and remodeling a assist desk branch right into a assist desk group. Attendees find out how group Thunderstruck, the combating Mongooses, and 6 other aid desk teams partake in friendly competitions and go-team challenges that brighten up the office, foster collaboration and raise employee retention. activities team don't seem to be named “Basketball crew #3” or “Ohio's soccer group.” groups have a name, mascot, team colours and perhaps a team cheer or track. help desks should still have the same identifiers.
Jacque has 25 years of experience managing technical groups which have offered international help for public and personal groups, delivery-u.s.and white-shoe law firms. She has spoken on topics together with digital safety, help desk metrics and assist desk careers, in addition to Agile project management in IT provider administration. She has a bachelor’s degree in biology from Excelsior school. Her certifications include MCSE and other Microsoft technical certifications, HDI assist core manager and Director, and ITIL Foundations. In 2008, Jacque’s aid desk team was one in every of two finalists for ICMI's surest Small Contact middle of the 12 months and one in every of seven finalists for itSMF's surest IT challenge of the year.
In August 2014, Continuum become named a finalist for the HDI service administration Award, the optimum honor within the technical provider and assist career, for its growth initiatives for the company’s support Desk. Continuum’s white-label IT help desk correctly identifies and solves each standard and complex issues, assisting Managed services company (MSP) companions carry superior consumer service and assist with out arduous its in-condo techs. Continuum’s assist Desk helps 35,000 users with greater than a hundred technicians.
For more tips on Continuum’s help Desk, seek advice from:http://www.continuum.web/solutions/rmm-utility/it-support-desk.
For more suggestions on HDI 2015, visit: http://www.hdiconference.com.
About Continuum Managed IT services
Continuum is the know-how trade's only channel-exclusive provider of totally built-in managed IT capabilities, allowing its Managed functions provider (MSP) partners to retain both on premise and cloud-based servers, computers, cell contraptions and different endpoints for small-and-medium-sized companies. Continuum’s SaaS platform makes it possible for MSPs to efficaciously backup, monitor, troubleshoot and hold shoppers’ IT infrastructure from a single pane of glass, all backed by means of an industry–leading network operations core (NOC) and aid Desk. MSPs leverage Continuum’s pay-as-you-develop company mannequin to scale IT functions devoid of committing to lengthy-time period contracts and to order in-residence body of workers for strategic initiatives. The business employs over 1,000 specialists international, supports over three,500 companions and screens over 600,000 endpoints. For greater suggestions, consult with http://www.continuum.internet/ or observe us on LinkedIn and Twitter @FollowContinuum.
All emblems recognized.
learn about the training and coaching mandatory to become a support desk manager. Get a brief view of the requirements as well as details about degree programs, job duties and certifications to find out if this is the profession for you.
if you are technologically savvy and have first rate leadership and conversation skills, you may well be drawn to a career as a support desk manager. A bachelor's diploma in a connected field is often the minimal requirement to hold a supervisory role. Some employers may also prefer that you obtain certification as neatly, either universal or for a particular computing device gadget.simple assistance
help desk managers make sure that customers receive technical aid features and supervise assist desk personnel. Job requirements fluctuate, notwithstanding a four-12 months degree is commonly required for management positions. Some certifications can also also be required, reckoning on what utility or hardware is supported.Required education Bachelor's degree in computing device-linked box different requirementsbusiness certifications and/or outdated experience may additionally also be necessaryProjected Job growth (2014-2024) eight% for community and computer techniques administrators* Median revenue (2016) $sixty three,278**
supply: *U.S. Bureau of Labor information **PayScale.comJob Description for a aid Desk manager
A help desk supervisor's job is to oversee well timed beginning of exceptional technical assist carrier to customers, even if they're inner purchasers working for the same enterprise or external valued clientele who have gotten smaller technical support carrier. This requires each expertise of the application or hardware programs being supported and beneficial personnel administration knowledge.
commonly, support desk managers are responsible for assisting windows-based application methods with a networking component. In these situations, employers may additionally decide upon aid desk managers who're Microsoft-certified and produce other certifications chiefly in the class of hardware or utility they're going to help. Employers may additionally additionally decide to appoint individuals with previous administration event.
The U.S. Bureau of Labor records predicts that job openings for all network and laptop systems directors will raise with the aid of 8% between 2014 and 2024, which is ready as quickly as the countrywide commonplace. additionally, PayScale.com studies that the median income for aid desk managers, as of January 2016, was $63,278 per 12 months. also in keeping with PayScale.com, nearly all of support desk managers earn between $43,862 and $ninety,598 per 12 months.
find faculties that present these prevalent coursesJob tasks for a assist Desk manager
assist desk managers may additionally complete both technical assist and supervisory responsibilities. usual technical guide duties consist of answering telephones, speaking with shoppers, diagnosing hardware and application malfunctions, troubleshooting problems, replacing hardware and setting up new application on shoppers' machines. Supervisory tasks may additionally include deciding on personnel necessities, atmosphere schedules and insuring that those beneath their direction have adequate elements to complete their jobs.training and career requirements for a assist Desk manager
frequently, at the very least a bachelor's degree in a laptop-linked box is required for help desk managers. standard coursework frequently contains computing device science, coding or programming, some engineering lessons, arithmetic, English, science and different conventional schooling necessities. Some employers may additionally prefer a graduate diploma corresponding to a master of business Administration.
support desk managers might also additionally need to are looking for certification from a selected company comparable to Microsoft, or a regular certification as a help desk manager from a company such as the support Desk Institute (HDI). An HDI certification demonstrates a manager's expertise of aid desk practices and client service tactics. Microsoft certifications that could be required for employment include Microsoft licensed desktop assist Technician or Microsoft certified know-how professional.
In summary, help desk managers supervise the supply of technical help to shoppers, and might additionally deliver assistance or troubleshooting themselves. They need skills of the software, hardware, or courses for the enviornment wherein they work, and typically benefit this advantage via a bachelor's diploma application. Job growth for all computer programs administrators is anticipated to be as quickly as typical within the coming decade.
HDI has up to date its international certification necessities to comprise STI expertise's most fulfilling practices. In aid of these updated requisites, HDI has launched two new courses and certifications: HDI guide center Analyst and guide core manager, and retired a few classes and certifications, including HDI help Desk Analyst Boot Camp, HDI support Desk supervisor and STI's certified help Desk knowledgeable, certified help Desk supervisor and licensed group Lead. although, HDI will continue to respect the retired certifications beneath the brand new HDI Certification names: support center Analyst, support core group Lead, and aid core manager.
additionally, HDI has bundled its practising and certification offerings, resulting in a tons more inexpensive and efficient method to get trained and HDI- certified. guide experts who buy an HDI route, either instructor-led or online, will additionally obtain access to take the certification exam. individuals buy a certification examination only may also nevertheless accomplish that by way of the HDI e-keep (http://www.thinkhdi.com/estore/certification/).
HDI is also introducing an enhancement to the HDI studying core to support online certification exams. students taking online lessons will now be in a position to take the certification exam on-line. college students taking the instructor-led guide middle Analysts and help center crew Lead will continue to take their certification tests by way of Pearson Vue check centers.
"These alterations and trends reflect HDI's dedication to presenting the industry's premier practising and certification choices for the IT provider and support business and dedication to staying on the leading edge of the business with the most recent necessities, lessons and certification choices," stated Rick Joslin, HDI's new govt director of training and certification.
In a linked announcement these days, HDI introduced a new college for its working towards and certification department and a circulate faraway from its former authorized practising companion (ATP) model. See www.thinkhdi.com/publications/pressReleases/ for extra assistance on this announcement.
HDI is the realm's biggest membership affiliation for IT service and aid specialists and the premier certification body for the trade. founded in 1989, HDI's mission is to guide and promote the IT provider and assist industry by using empowering its participants via entry to well timed and valuable business information, including experiences and publications; encouraging member collaboration through routine and online boards; and setting up internationally recognized, standards-primarily based business certification and training programs. apart from membership, certification and training, HDI produces the world's biggest and highest-rated experience for service and guide professionals, the HDI Annual convention & Expo. HDI is member-concentrated, and is still seller-neutral in its efforts to facilitate open, impartial networking and information sharing throughout its global association community. HDI has more than 7,500 members worldwide together with most of the Fortune 500, 60 native chapters in North america and membership workplaces on each continent. For extra suggestions, discuss with www.thinkhdi.com/ or call (800) 248-5667.
CONTACT:Jennifer McClure,Communications concepts,+1-650-387-8590,or firstname.lastname@example.org,for HDI
net web site:http://www.thinkhdi.com/http://www.thinkhdi.com/publications/pressReleaseshttp://www.thinkhdi.com/estore/certificationrelated Thomas business update
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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
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.
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.
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