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Ep 49 - Peg Kearney - 90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk

Jan 28, 2025

90% First-Contact Resolution: How to Build a Secure, Efficient IT Helpdesk

How do you hit 90% first-contact resolution—and keep it there?

In this episode, Elias speaks with Peg Kearney, Director of IT Operations at the University of Arizona College of Nursing, about how her helpdesk team maintains a 90% first-contact resolution rate by hiring top talent and providing them with the right tools and system access. Peg also highlights the importance of treating endpoints as critical infrastructure, managing IT in a HIPAA-compliant environment, and using VR labs to transform nursing education.

You'll learn:

  1. Why endpoints post a major IT risk—and how to protect them
  2. How to improve first-contact resolution at the helpdesk
  3. The impact of remote tools on operational efficiency
  4. Navigating HIPAA compliance during cloud migration
  5. How VR labs are revolutionizing nursing education

 

Get in touch with Peg on LinkedIn: https://www.linkedin.com/in/peg-kearney-574b831/

 

About the host

Elias is the VP for North America at Checkmk. He comes from a strategy consulting background but has been an entrepreneur for the better part of the last 10 years. In his spare time, he likes to do triathlons.

Get in touch with Elias via LinkedIn or email podcast@checkmk.com

 

Shownotes

Music by Ströme, used by permission 

‚Panta Rhei‘ written by Mario Schoenhofer 

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