Intelligent Management Helpdesk

Date: October 1, 2010
Location: College Park, MD

Optimal Solutions Group, LLC (Optimal) Research Analysts Lindsey Cramer and Erin Twamley will present on “Intelligent Helpdesk Management” as part of the Optimal Brown Bag Series.

The October 5 session is the first part in a two-part session on establishing and managing Intelligent Helpdesks. Part I will provide an overview of the purpose of establishing and managing helpdesks, as well as stakeholder responsibilities. The presentation will review the different types of helpdesks, the challenges and mitigation strategies for managing helpdesks, and the tools used to report helpdesk activity.

Optimal currently employs Intelligent Helpdesks on multiple projects, including Supporting Healthy Marriage, National Center on Service Obligation, the Medicare Advantage Quality Improvement Organization project, and Maryland Fatherhood & Marriage Evaluations. Intelligent Helpdesks have been a prominent part of Optimal projects since 2004.