Agenda
Agenda
| 9.25 | Welcome |
| 9.30 | Chocolate Bars, Bonuses & Large Animals Industry Expert: Glen Allen, Managing Director, Borama |
| 10.10 | Leading The Way - The McDonalds Story Case study: Catherine Rush, Service Delivery Manager, McDonalds |
| 10.45 | Event Partner Presentation |
| 11.00 | Tea & Coffee |
| 11.20 | Leadership On A Shoestring Case study: Rebecca Beach, In-House Trainer, Hanover |
| 12.00 | Event Partner Presentation |
| 12.15 | Interactive Group Workshops |
| 13.15 | Lunch |
| 14.00 | Interactive Group Workshops Feedback |
| 14.30 |
Service Desk Leaders, Are We Prepared For The Challenges Of The Future? Case study: Carol Dinham-Tracy, Contact Centre Manager, West London Mental Health NHS Trust |
| 15.10 | Tea & Coffee |
| 15.25 | Marvellous Motivation Techniques Industry Expert: David Harker, Service Desk Manager, C24 |
| 16.00 |
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09.25 Welcome
09.30 Transformation - War Stories and Practical Survival Tactics
Industry Expert: Matthew Burrows, Managing Director, BSMimpact
10.10 From Helpdesk to IT Service Desk – the Macmillan Cancer Support Story
Case Study: Andrea Kis, UK IT Service Delivery Manager, Macmillan Cancer Research
10.45 Event Partner Presentation
11:00 Tea & Coffee
11:20 Online at the Core - A service desk revolution
Case Study: Robin Goldsbro, Service Desk Manager, O2
12.00 Event Partner Presentation
12.15 Interactive Group Workshops
13.15 Lunch
14.00 Interactive Group Workshops Feedback
14.30 Transforming service desk culture from No to Yes - the University of York Story
Case Study: Sarah Kennedy, Support Office Team Leader & Pritpal Rehal, Digital Workspace System Administrator, York University
15.10 Event Partner Presentation
15.25 Remember to look both ways
Industry Expert: Ken Goff, Industry Expert and Public Speaker, SDI
16.00 Close
09.30 Transformation - War Stories and Practical Survival Tactics
Industry Expert: Matthew Burrows, Managing Director, BSMimpact
10.10 From Helpdesk to IT Service Desk – the Macmillan Cancer Support Story
Case Study: Andrea Kis, UK IT Service Delivery Manager, Macmillan Cancer Research
10.45 Event Partner Presentation
11:00 Tea & Coffee
11:20 Online at the Core - A service desk revolution
Case Study: Robin Goldsbro, Service Desk Manager, O2
12.00 Event Partner Presentation
12.15 Interactive Group Workshops
13.15 Lunch
14.00 Interactive Group Workshops Feedback
14.30 Transforming service desk culture from No to Yes - the University of York Story
Case Study: Sarah Kennedy, Support Office Team Leader & Pritpal Rehal, Digital Workspace System Administrator, York University
15.10 Event Partner Presentation
15.25 Remember to look both ways
Industry Expert: Ken Goff, Industry Expert and Public Speaker, SDI
16.00 Close
