Presentations
'Chocolate Bars, Bonuses & Large Animals'
Glen Allen, Borama
From chocolate bars, bonuses and large animals multiple leadership tools have existed and developed over the years,including things with very sharp teeth. In this session Glen will explore the more modern techniques on how to motivate, inspire and deliver leadership without the sharp stick. Large animals optional.
'Leading The Way - The McDonalds Story'
Catherine Rush, McDonalds
Working with an outsourced Helpdesk can be difficult, but what if that outsourced partner isn’t delivering the service you require, but you own the outsource company? Catherine’s presentation looks at the process McDonalds are under taking to change the culture of their Helpdesk to deliver a better level of service more in line with their restaurants expectations.
'Leadership On A Shoestring'
Rebecca Beach, Hanover
Supporting Hanover, a non profit housing association, their Service Desk is answerable for every penny they spend. Rebecca will explore how with limited funds they’ve ingrained a culture of reward and recognition based on Belief, Commitment and Trust in their staff, their customers and Hanover’s Services to the elderly.
'Service Desk Leaders, Are We Prepared For The Challenges Of The Future?'
Carol Dinham-Tracy, West London Mental Health NHS Trust
The West London Mental Health NHS Trust Contact Centre is the first point of contact for the Trust, responsible for the delivery of a number of different services to include the ICT Service Desk. Carol’s discussion concentrates on the Leadership tools they employ, including strategic vision, employee motivation and mentoring.
'Marvellous Motivation Techniques'
David Harker, C24
How do you motivate staff who deal day in, day out with nothing but problems, issues and over stressed end users? Motivating your Service Desk team may be seen as an impossible task, but this is not necessarily the case. David will explain that by simply understanding your team’s motivators the job becomes a lot easier.
'Interactive Group Workshops'
Hosted by the event facilitator Howard Kendall
The SDI facilitated group discussions provide the ideal environment to make new contacts within the IT Support industry. Discuss your specific challenges; benchmark your service desk against similar organisations and gain real insights into the technologies your industry peers are using to improve their service levels and business relationships. This is your opportunity to benefit from the experience and expertise of those in the know - your industry colleagues.
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