Outsourcing your Help Desk in the New WFH Era

Why and How to Make It Right

September 23rd, 2020

Outsourcing your Help Desk in the New WFH Era: Why and How to Make It Right

With over 70% of organizations planning to continue to allow their employees to work from home indefinitely, a well-run IT Help Desk is no longer a “nice to have” but a “must have” that many organizations are finding easier and more cost-effective to achieve through outsourcing.

The main drivers for outsourcing, including cost optimization, financial flexibility and access to talent have just become even more relevant in the post-COVID era, and are pushing many CIOs in North America to reconsider their current IT support model.

Watch the webinar recap to learn the key reasons to consider outsourcing your help desk, and what does it take to make it right.


Key Topics for Discussion

  • Why a High Performance Help Desk is critical in today’s world
  • Latest technologies, ITSM best practices and metrics of a well-run Help Desk Operation
  • Location Strategy – Pros/Cons of Onshore, Nearshore and Offshore alternatives
  • “Buy vs. Build” – Is Outsourcing Your Help Desk the right solution?
  • Key considerations and lessons learned for a successful outsourcing implementation

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About the Speaker:

Joseph Jensen
Chief Technology Officer (CTO) & Customer Experience (CX).
Unilode Aviation

Joseph Jensen is the Chief Technology Officer (CTO) & Customer Experience (CX) at Unilode Aviation. He is Responsible for the company’s long term technical strategies, infrastructure, and master data management with an emphasis on integration of legacy airline back-end systems with the goal of improving the transportation sector’s data quality & delivering valuable insights to drive positive change.

In the past he held successive leadership positions at United Airlines, US Airways, Northwest Airlines and Delta Air Lines.

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About the Speaker:

Stephen Conway
Global Head of IT & Application Support

Stephen Conway serves as the Global Head of IT & Application Support at VistaJet. He has 20+ years background within IT across multiple industries to include Managed Services, Industrial IT and currently Aviation. In his years of experience, he was responsible for building IT Departments and Services from the ground up for multiple organizations including Danone and Kerry Group.

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About the Speaker:

Alvaro Prieto
Senior Managing Director, Founder Technology Leader

Alvaro leads the firm’s technology practice and brings over 25 years of leadership, achievement and strong business and information technology experience to Auxis, having previously worked for companies like Merrill Lynch International and Pepsi-Cola International.

Alvaro has tremendous strength in leading large software developments, implementations and external teams throughout Latin America, Europe, Asia and the United States for financial services, manufacturing, distribution and non-profit organizations. He has managed and delivered business and technology projects to over 300 different companies ranging from small to large enterprises.


About the Speaker:

Doron Youngerwood
Senior Director of Product Marketing

Doron has 15 years' experience in managing global marketing for IT service management, enterprise mobility, and artificial intelligence (AI) solutions. As SysAid's Senior Director of Product Marketing, his responsibilities include developing the go-to-market strategies forSysAid's products, with a strong focus on automation, analytics, and AI.

A regular speaker at ITSM and AI events, Doron’s expertise in this domain means he is frequently asked to brief analysts, journalists, and customers on new developments in this industry.

Doron was also on the AI Advisory Board for TM Forum. Outside of the office, you’ll find Doron on the football pitch (soccer field), playing drums or spending time with his kids.