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Informa

Service Management World is part of the Informa Tech Division of Informa PLC

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This site is operated by a business or businesses owned by Informa PLC and all
copyright resides with them. Informa PLC's registered office is 5 Howick Place,
London SW1P 1WG. Registered in England and Wales. Number 8860726.

November 17-21, 2024

Loews Sapphire Falls Resort

Orlando, FL
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SCHEDULE

Designed to meet the unique needs of service management and technical support
leaders, Service Management World will explore the strategic and tactical
elements of managing and deploying an optimal service management strategy.
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SESSION 103: HOW THE SERVICE DESK FIGHT FRAUD, IMPROVE PERFORMANCE, AND PROMOTE
ENGAGEMENT AT THE WORLD'S LARGEST CREDIT UNION

Don Varela  (Assistant Vice President, Service Desk & Customer Experience, Navy
Federal Credit Union)

Location: Grand Caribbean 11

Date: Wednesday, November 20

Time: 10:15 am - 11:15 am

Pass Type: Pre-Conference Training/Certification Course + Standard Conference
Pass, Premium Conference Pass, Standard Conference Pass

Track: Modernizing Service Management

Session Type: Case Study

Vault Recording: TBD

Audience Level: Fundamental/Intermediate



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At Navy Federal, we focus on doing the right thing for our members and our team
members. To stay true to this commitment, we make an effort to continuously
improve our security posture, give as much productive time back to our end-users
to serve our members through efficiencies, and champion creativity and
innovational thinking by keeping our team members engaged. During this session,
we’ll talk about how the Service Desk at Navy Federal fight the risk of social
engineering attacks, decrease contractor staff by creating automation and
modernization, and engage their team members through upskilling and reskilling.
This session will follow the ‘what, so what, and now what’ format of pointing
out problems, solutions, outcomes, and next steps.


TAKEAWAY



 * Learn how to fight social engineering by enforcing robust ID validation
   methods.
 * Ways to improve end-user experience and decrease the calls to the Service
   Desk through automation and self-service tools.
 * Create a career path of high-potential Service Desk technicians to improve
   engagement.
   



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