Atlassian Summit

Video Archive

How JIRA Service Desk Saved Twitter's Global Help Desk

Alex Stillings, Twitter

Learn how Twitter’s help desk moved from a single email inbox into a globally distributed team, deploying JIRA Service Desk and JIRA Agile to provide support for over 3,000 employees. Twitter will also share how to employ JIRA Service Desk across the business to support everything from procurement and HR, to facilities and legal.

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


Presentation video

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About the speaker

Alex Stillings, IT Manager, Twitter

Alex Stillings is an IT Manager at Twitter. His HelpDesk team provides the front line hardware and software support for over 2,000 employees in San Francisco. Alex has been with Twitter for almost three years and started as a IT Support Engineer. The company was 600 when he joined and with only a team of four providing IT support. Since then he has ran the Executive Support team, AV and Event Support, as well as planning office expansions. The team has scaled up and is now close to 30 IT Support Engineers globally utilizing JIRA, JIRA Service Desk and Confluence in their day to day workflows. Prior to Twitter, Alex was an Apple Genius on the Genius Bar, so he knows what it takes to provide legendary support. He is originally from San Diego, but has been in the Bay Area for the last 10 years.