Wednesday 2:00 PM - 3:10 PM · Room 445-446

Running a High-Performing Service Desk: Structure, Automation and Documentation

Cliff DeWyze

Manager, Solutions Engineering

Oliver Porsa

Senior Solutions Engineer

A successful service desk depends on the right structure, automation and documentation to ensure efficiency and consistency. This session explores best practices for organizing service desk operations, including queue management, ticket categorization, issue tracking and standardized templates. Attendees will learn how to streamline workflows, reduce inefficiencies and create a scalable support framework that enhances both technician productivity and end-user experience.

Key Takeaways: • How to structure a service desk for efficiency, including queues, ticket categories and issue types. • Best practices for IT documentation to improve knowledge sharing and reduce errors. • The role of automation in enhancing ticket routing, escalation and response times. • Strategies for optimizing workflows to boost technician productivity and service consistency. • How to build a scalable, adaptable service desk that meets evolving IT and business needs.