The quarterly publication of the International Legal Technology Association
Issue link: http://read.uberflip.com/i/57001
Ask The Expert: Support Perspectives from Around the Globe increase experience, knowledge and skill sets. globally. We provide a facility to self-enroll in courses, which allows our staff to view a catalogue of training courses so they can chose the time and availability that suits them. We also use: • E-Learning products to provide desktop training to individuals. We record video, screen captures and PowerPoint slides with narrative using products such as Captivate. • Webcast technology and Live Meeting conferencing services to provide remote training and record the sessions for others to use. • The firm's intranet to post the current course catalogue, course documentation, e-modules and a complete history of all our IT tips. • Email messages to globally distribute weekly IT training tips on key topics. Lee: We primarily use Microsoft Remote Assistance to connect to users' PCs and provide help. We also use this to create an online meeting for short training sessions across centers. This has proved to be popular, as personnel don't even need to leave their desks for training. We use HP Service Desk across the user support and training teams to record help calls. This helps us track issues from all support centers. La'Tresha: We have a very robust document management system called WorkSite. We also use a Workshare product to organize our support documentation. Because of the large quantity of applications and services we support, we organize all of our support documentation in the DMS and with SharePoint. We also use SharePoint as a knowledgebase, so all support teams can upload any tips or tricks they've learned and see what other teams are doing across the other offices. CorpSync Seamlessly integrates your corporate directory with your smartphones or tablets •Stay in touch with the office no matter where you are. •Receive automatic contact information as they change in source systems and refresh distribution lists as employees join or leave the company. •Resume communications and exchange critical information with other users during network outages. •Increase productivity of your field workers and employees who are frequently away from the office. •Browse contacts even when there is no network connection. •Seamlessly integrates with Exchange Server and BlackBerry Enterprise Server (BES). For more information please contact us or visit www.CorpSync.com We use WebEx for meetings and training collaboration, and we utilize Altiris, pcAnywhere and GoToAssist to remotely connect to users' machines and to provide training among ourselves. Our ticketing system is HEAT, which we use to escalate any issues. _________________________________________________________ Consider secondments; they www.PaayaTech.com | 1-800-905-4252 | 416-840-0257 Peer to Peer 85