Atlassian Summit

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AtlasDesk Team – A Year With JIRA Service Desk

Dan Horsfall and Nikki Nguyen, Atlassian

Learn the impact that JIRA Service Desk has made on the Atlassian IT help desk, aka AtlasDesk. In this session we will review how we:

  • Automate triage and routing of issues
  • Implement SLAs to prioritize work
  • Use reports to easily track productivity
  • Integrate CSAT with JIRA Service Desk Provide a better service to Atlassian users

See the Q&A for this talk and others here.

Presentation video

Presentation slides

About the speakers

Dan Horsfall, Systems Administrator, Atlassian

Recruited from Apple, Dan joined Atlassian three years ago as a founding member of the internal IT Team (now Workplace Productivity). In this time, he has driven several successful projects, from completely overhauling the IT staff induction, designing and setting up asset management using JIRA, and recently, raising over $40,000 for Atlassian’s partner charity, Room to Read. Born in England, Dan has a Science degree with a Psychology major from the University of Sydney. Prior to Atlassian, dan has worked as a divemaster at the Great Barrier Reef, in customer service and technical support for American Express, and JVC Australia, and as a Genius at a flagship Apple store.

Nikki Nguyen, Systems Administrator, Atlassian

Nikki Nguyen, formerly a jr. system administrator, is now a business productivity analyst at Atlassian. With four years of technical experience in systems administration and many more in a customer-focused environment, his role has become an interesting combination of IT service delivery and business systems analysis. If you can’t catch him traveling between the Atlassian offices, you can find him in a local club playing tunes on any given night in San Francisco!