Meet Abbey Boyd, IT Service Desk Supervisor II

IT Service Desk associates are the unsung heroes of any company, reviewing hundreds to thousands of issues impacting an associate’s work day from across the company. At PODS, this remains true, and this team’s mission is to reduce these issues, but they need your help. Learn how Abbey is leading her team to change the way the IT Service Desk supports our associates by leveraging people and data.

Tell us a little about yourself. How long have you been at PODS?
I’ve been in the technical support field for 20 years, providing desk-side support and managing application transitions and integrations. I’m an analytical person – I really enjoy processes and process improvements and figuring out how to maximize efficiencies. I’ve worked at PODS for just over five years and recently transitioned to leading the IT Service Desk.

What are your goals as you acclimate to your new role?
I believe relationships and a customer-first approach are important in any role. My goal is to strengthen the relationship between the Service Desk and PODS associates to better understand their needs and improve the speed of our response time.  We want associates to come to us first, knowing they can rely on us to help resolve their issues.

Have you made any changes since you’ve started?
It’s only been a couple of months, but the team has already made impressive improvements. For example, our ticket resolution time has decreased by 50%. The Service Desk handles 72% of the requests and incidents at PODS – and we make sure the remaining requests are handled by the appropriate teams.

What’s something you wish associates understood about the IT Service Desk?
Why it’s important to submit a ticket. It’s a compliment to many of our team members when associates go directly to them since they trust their expertise. However, those requests are not trackable, and it’s harder for us to prioritize. In the end, submitting a ticket is always better because we can track recurring issues, escalate them if needed, and identify issues that might be widespread or need a higher level of attention. And, there could be significant financial consequences to our organization if we don’t track and resolve issues effectively.

What is the process for getting help from the Service Desk?
Associates should submit a ticket for all IT issues. There is an icon on your desktop and on the We Are PODS intranet home page that leads to the SNOW portal. If you require new access, additional software or new equipment, you can request these through SNOW. If you have an urgent issue – you can’t access Citrix, your computer won’t turn on or you need a password reset – you can submit a support ticket or call us at 866-310-6811.

Is there anything you want associates to know about you?
I genuinely care about helping them. I’m excited to make an impact and solve issues so our associates can better support our customers.

Outside of helping our associates with their IT needs, what do you enjoy doing in your free time?
I’m a foodie and enjoy a good glass of red wine. I live in Reno and love going to explore new restaurants, especially being so close to California. If I don’t go out, then I’m watching the Food Network and cooking. I love smoking tri-tips in my Traeger and making lasagna and enchiladas.

Did you know? Abbey was named a VIP Pinnacle winner in 2020 and her commitment to helping our associates is evident. Stay tuned for more updates and tips on refining your IT skills.