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The Intangible, Immeasurable, Indispensable Secret to a Successful Service Desk

October 13, 2016 @ 11:30 am - 1:30 pm

Trust in Leadership

The Intangible, Immeasurable, Indispensable Secret To a Successful Service Desk


 Presented by
David Yarnall 
 Thursday, October 13, 2016
11:30 AM to 1:30 PM

BorgWarner Powertrain Technical Center

3800 Automation Ave, Auburn Hills, MI 48326

The Intangible, Immeasurable, Indispensable Secret To a Successful Service Desk

You’ve improved your CSAT metrics, your First Call Resolution is stellar, and your Agent Satisfaction is at an all-time high. But…you may be overlooking a critical success factor – does your user community TRUST your Service Desk? If you haven’t taken measures to intentionally build trust from your end-users, you may be missing out on some invaluable and empowering benefits.

In this presentation, David Yarnall will address the subject of trust in your Service Desk and what it means to your overall Service Delivery. He will also present some simple and practical trust-building practices that you can begin using TODAY.

Some of the topics covered will include:

  • What is the difference between CSAT and Trust?
  • Why is it important to gain the trust of your user community?
  • How do I gain the trust of my end users?

**Non-members may pay a small fee of $10 to participate

HDU AOY logo

We invite you to bring your Analyst of the Year nominees as a chance to informally nominate and recognize in the October meeting!

Lunch will be provided
 by our meeting sponsor:

U of M logoKelly Services logoRobert Half Logo

Quicken Loans logo


David Yarnall

David Yarnall is the Service Desk Manager for the North/Central/South American Region of BorgWarner Inc. BorgWarner is a product leader in highly engineered components and systems for automotive powertrains around the world. The company delivers innovative powertrain solutions to improve fuel economy, reduce emissions, and enhance performance.

David joined BorgWarner in 2012 with the goal of developing the company’s Global IT Service Desk to be more ITIL compliant, to closer align with industry best-practices, and to provide world-class service to BorgWarner’s 30,000 employees worldwide. Prior to joining BorgWarner, David worked as a Microsoft Certified Systems Engineer (MCSE) with Microsoft Consulting Services providing guidance and support for both servers and client-based systems.

David is a certified HDI Support Center Manager and is certified in HDI KCS V5 Principles. He has also earned an ITIL certification in IT Service Management and several Microsoft Professional Certifications.  


Please register only if you plan to attend so we can get an accurate count for lunch.


October 13, 2016
11:30 am - 1:30 pm


BorgWarner Powertrain Technical Center
3800 Automation Ave
Auburn Hills, MI 48326 United States


HDI Local Chapter; Motown