Agenda - Higher Education Service Desks
11:30-11:35 - Welcome
A welcome from our event host Tessa Troubridge, CEO at the Service Desk Institute.
11:35-11:55 - Presentation by TOPdesk
Hannah Price, Consultant & Agile Coach, TOPdesk
'Human nature and the secret to transforming Customer Experience'
It is no secret that a positive Customer Experience boosts happiness, loyalty and customer satisfaction. But it is less easy to find out how to make this a reality. In this presentation we will discover how human nature plays a crucial role in customer experience, analysing 3 characteristics of humanity to uncover easy and practical ways that you can make an impact to staff and student experience.
12:00-12:20 - University of St Andrews
Bethany McNally, Business Relationship Support Officer & Mark Cathro, Business Productivity Liaison Officer, University of St Andrews
‘Traditional to digital in a hurry… building communities to promote a digital culture’
The team from University of St Andrews will share their digital culture journey. They’ll explain how they adapted from being a ‘traditional’ university and adopted digital approaches to teaching, learning and working – and most importantly how they used the challenges COVID-19 presented as an opportunity to change the way they do things and make the changes stick.
12:25-12:40 - Fireside Chat- Culture Change & Enterprise Services
Mark Temple from the University of Glasgow and Tessa Troubridge from SDI will discuss culture changes from cross department working and relationships. Feel free to submit your questions during this discussion in the virtual event platform!
12:40-13:00 - Interval
Time to grab lunch before the programme resumes.
13:00-13:20 - Manchester Metropolitan University
Kate Carrington, IT Service Desk Manager, The Manchester Metropolitan
'Service Desk Wellbeing and Covid'
Kate will explain how the Manchester Met Service Desk worked together during and post the covid-19 pandemic to support the teams mental health and wellbeing.
13:25-13:45 - Runshaw College
Andrew Gant, Service Desk Team Leader and Alex Harding, Head of IT Services,Print Shop & IT Facilities, Runshaw College
'Runshaw College's VIP programme'
Andrew and Alex will discuss Runshaw College's VIP programme and explain the impact it's had on their customer experience objectives. This session will explain why knowing the business and knowing your customers is key for providing great service for your stakeholders.
13:50-14:05 - Fireside Chat- Digital Accessibility, User Needs & CX
Drew McConnell from the University of Glasgow and Tessa Troubridge from SDI will discuss why customer experience should be the focus for user needs and why digital accessibility plans don't need to be a response to government regulations, as they can improve CX for all stakeholders!
14:05:14:20 - Interval
A quick break before the programme resumes.
14:35-15:00 - Challenges of Working in HE Discussion
Our panelists will discuss the current challenges of working in higher education and take questions from the audience, live.
Our host Tessa Troubridge, will be joined by Stuart Walton from Newman University and Kate Carrington from Manchester Metropolitan University.