The quarterly publication of the International Legal Technology Association
Issue link: http://read.uberflip.com/i/57001
Once PC Squads were accepted by our end-user community, we published a schedule for local technical support specialists to walk the floors once every two weeks. They collect information when speaking with end users and send it directly to our CIO and IS directors. The IS leadership team reviews the information and utilizes it to find solutions and improve processes that affect our end users in "real time" — before issues are escalated. Rallying the Troops Since our combination with Denton Wilde Sapte, SNR Denton has transformed into a truly global firm with offices from Hong Kong to Los Angeles. With this global presence, we asked ourselves, "How do we implement PC Squads globally?" We found success by focusing on two things. • A Dedication to Client Services: Our global IS team is dedicated to client services 24/7 … 365. We have a global IS client services team that consists of a global director, global manager, global service desk manager and regional technical support coordinators, all of whom think globally and act locally in the day- to-day operations of the department. • A Clear Plan: We created a blueprint to follow that's included in our "IS Client Services and Responsiveness Plan." This helps the team focus on the big picture of standardizing processes to improve client services while enabling local support to address the challenges that users experience. We're making sure we never lose focus on what's important. Victory on the Field PC Squads have helped us think globally and act locally, providing a ground-level view of persistent technology or process issues that can be reviewed by IS leadership for service improvement. This proactive method of seeking out the technology challenges faced by our users has allowed us to maintain successful and strong relationships with them. GW COLLEGE OF PROFESSIONAL STUDIES ONLINE WITH SHORT-TERM RESIDENCIES IN ALEXANDRIA Master's Degree and Graduate Certificate Law Firm Management Learn the business of managing a modern law firm. More Information 1.800.JOIN.GWU (564.6498) www.nearyou.gwu.edu/lawfirm Meet a growing need in this competitive, evolving field. Advance your career as you learn from a faculty consisting of former managing partners, professors from GW legal consultants and technical specialists. Develop Strategic Leadership and Management Skills. Learn best practices in profitability, marketing, merger analysis, and the role of Legal Lean Sigma for process improvement, as well as IT and Knowledge Management. Format designed for working professionals. Online with short-term residencies allows legal professionals to work full-time. Nikhil Shah is the Global IS Client Service Manager at SNR Denton, a global client-focused international legal practice that is located in 43 countries with over 60 offices. With over 10 years of experience, he has worked in various industries, including trading, financial, marketing and legal. Nikhil is certified in ITIL v3 Foundation and is responsible for managing a team of technical support analysts around the globe. He can be reached at nikhil.shah@snrdenton.com 37265 THE GEORGE WASHINGTON UNIVERSITY IS AN EQUAL OPPORTUNITY/ AFFIRMATIVE ACTION INSTITUTION CERTIFIED TO OPERATE IN VA BY SCHEV. Peer to Peer 29