SDI Logo
  • SDI Global Partnership
  • Blog
  • About SDI
Menu
  • SDI Global Partnership
  • Blog
  • About SDI
Get in Touch
Log in
Items: 0
  • Service Desk
    Certification
    • What is Service Desk Certification?
    • Global Best Practice Standard
    • Service Desk Assessment
    • Pre-Certification Workshop
    • On-line performance assessment
    • NEW: SDI & MetricNet Benchmarking Service
    • Become An SDC Partner
    Menu
    • What is Service Desk Certification?
    • Global Best Practice Standard
    • Service Desk Assessment
    • Pre-Certification Workshop
    • On-line performance assessment
    • NEW: SDI & MetricNet Benchmarking Service
    • Become An SDC Partner
    Service Desk Essential Handbook
    Certification Success Stories
    Certified IT Services & Organizations
  • Training &
    Development
    • Find a course…
    • Service Desk Manager
    • Senior Analyst to Team Leader
    • Service Desk Analyst
    • ITIL4®
    • In-House Training
    • SDI’s Virtual Classroom
    • Self-taught eLearning – SDA
    • Download Service Desk Professional Standards
    Menu
    • Find a course…
    • Service Desk Manager
    • Senior Analyst to Team Leader
    • Service Desk Analyst
    • ITIL4®
    • In-House Training
    • SDI’s Virtual Classroom
    • Self-taught eLearning – SDA
    • Download Service Desk Professional Standards
    Explore Our Training & Development Calendar
    Service Desk Professional Standards
    Developing A Top Performing Team
  • Service
    Improvement
    • Service Improvement Support
    • Ask The Experts
    • How healthy is your service?
    • Help with Tool Selection
    • Meet The Experts
    • Help with Recruitment
    • SDI Awards 2023: Celebrating Service Improvement
    Menu
    • Service Improvement Support
    • Ask The Experts
    • How healthy is your service?
    • Help with Tool Selection
    • Meet The Experts
    • Help with Recruitment
    • SDI Awards 2023: Celebrating Service Improvement
    Health Check
    Check Your Service & Support Vitals
    Service Improvement (1)
    A Broad View Across Whole IT Landscape
    Success Stories
    Discover Inspiring Success Stories
  • Membership &
    Community
    • Become A Member
    • Our Members
    • Member Resources
    • MetricNet Resources for SDI Members
    • Training & Development
    • Enter the SDI Awards 2023
    • Recruiting Via SDI
    • The SDR Jobs Board
    • Become An SDI Partner
    Menu
    • Become A Member
    • Our Members
    • Member Resources
    • MetricNet Resources for SDI Members
    • Training & Development
    • Enter the SDI Awards 2023
    • Recruiting Via SDI
    • The SDR Jobs Board
    • Become An SDI Partner
    What Can Membership Do For You?
    Recruitment via SDI
    Hear From Our Member Community
    The SDR Jobs Board
    Login to Your Membership Account
    Search Insight Library
  • Events &
    Networking
    • SDI Conference 2023
    • IT Service & Support Awards 2023
    • See Latest Events
    • *UNITY21* ESM Conference On-Demand
    • Watch On-Demand Webinars
    • GET FREE EVENT PLACES
    • Become a Speaker
    • Exhibit at an SDI Event
    Menu
    • SDI Conference 2023
    • IT Service & Support Awards 2023
    • See Latest Events
    • *UNITY21* ESM Conference On-Demand
    • Watch On-Demand Webinars
    • GET FREE EVENT PLACES
    • Become a Speaker
    • Exhibit at an SDI Event
    30 & 31 October, Birmingham (1)
    Freshworks Webinar Nov 23 - logo image
    member lounge squares (500 × 500 px) (3)
    The Happy Service Desk Mega Menu Button
    Copy of Event logo for GoToWebinar (200 x 200 px) (42)
  • Tools &
    Technology
    • NEW Remote Support Tools Guide
    • Tools & Technology Hub
    • UK ITSM Tools & Tech Market Review – Report
    • Advertise Your Tool
    • Specialist ITSM Media
    • Digital Content Partnership for Tool Vendors
    • What Freshworks think of working with SDI
    Menu
    • NEW Remote Support Tools Guide
    • Tools & Technology Hub
    • UK ITSM Tools & Tech Market Review – Report
    • Advertise Your Tool
    • Specialist ITSM Media
    • Digital Content Partnership for Tool Vendors
    • What Freshworks think of working with SDI
    tools day dropdown images (1)
    Join Our Next ITSM Tools Demo Day
    tool selection service for menu
    Get Help With Selecting a New Tool For Your Service
    menu image- media
    Opportunities For Tool Vendors - Reach More ITSM Buyers
  • Service Desk
    Insight
    • Search Resource Library
    • Access The Service Desk Standards
    • Benchmark Your Service Desk
    • Find Your Perfect Job
    • Watch the SDI Coffee Break Series
    • Sponsor SDI Research
    Menu
    • Search Resource Library
    • Access The Service Desk Standards
    • Benchmark Your Service Desk
    • Find Your Perfect Job
    • Watch the SDI Coffee Break Series
    • Sponsor SDI Research
    Insight Webinars
    SDI on BrightTALK
    smartmockups_kdzukqd7
    Industry Reports
SDI Logo
  • Training & Development
  • Events & Networking
  • SDI Membership
  • Service Desk Certification
  • Blog
  • Service Improvement
  • Service Desk Resourcing
  • Get in touch
Menu
  • Training & Development
  • Events & Networking
  • SDI Membership
  • Service Desk Certification
  • Blog
  • Service Improvement
  • Service Desk Resourcing
  • Get in touch

The Happy Service Desk

Book now

Welcome to the Happy Service Desk event, where you’ll discover how service desks are revolutionising their teams’ productivity, customer satisfaction, and overall well-being in practical ways.

What does a happy service desk look like? It’s a service desk that goes beyond merely resolving technical issues. It prioritises the well-being, job satisfaction, and overall happiness of its team members while delivering effective and efficient technical support services to customers or end-users. It creates a positive work environment and enhances employee engagement, recognising that happy and motivated team members directly impact performance and customer satisfaction.

At Happy Service Desks, you’ll learn about the essential elements that contribute to a happy service desk. Discover how cultivating a supportive and collaborative culture, promoting work-life balance, providing professional development opportunities, and fostering open communication channels are crucial for building top-performing teams.

Hear your industry peers showcase how they are embracing the latest practices in recognising and rewarding employee achievements, encouraging teamwork and knowledge sharing, empowering employees to make decisions, implementing efficient processes and tools, and offering ongoing training and career growth opportunities. By investing in the well-being and happiness of their employees, these service desks enhance productivity, reduce turnover, and ultimately deliver exceptional customer service experiences.

Join us to gain valuable insights, practical skills, and inspiration that will transform your service desk into a happier and even more high-performing team. Engage with a community of forward-thinking IT service and support managers who are dedicated to creating exceptional experiences for both their teams and their customers.

Register now to secure your spot!

 

With thanks to our event partners:

Book now
Share This

Share This Page

           
John Noctor

Head of Service Transformation, SDI

Head of Service Transformation, SDI
John Noctor

Aniek van de Griendt

Product Owner Consumer Experience, ABN AMRO Bank

Product Owner Consumer Experience, ABN AMRO Bank
Aniek van de Griendt

Daniel Breston

IT Management Advisor, Retired

IT Management Advisor, Retired
Daniel Breston

Daniel is a Retired Technologist who is still sharing his thoughts of a 50 year career. Service desk to CIO to Trainer to Principal Consultant. Get your questions ready because I want to answer them!

Christian Rees

Director, IT Service Desk, ICON plc

Director, IT Service Desk, ICON plc
Christian Rees

Dawn Ibbetson

Clinical Hypnotherapist, Inspired to Change

Clinical Hypnotherapist, Inspired to Change
Dawn Ibbetson

Shona Hirons

Company Director, Mindset in Motion Ltd

Company Director, Mindset in Motion Ltd
Shona Hirons

Hi. I’m Shona Hirons

There’s no shortage of mental health experts out there, so what makes me different to them?

I believe it’s my lived experience!

I am often asked, how can one person experience so much trauma and adversity, but still keep going?

I’ll be honest, it wasn’t always easy and 10 years ago I was probably the most negative person around, yet I had what some would say was a successful career, nice house, nice car, gorgeous daughter and a wonderful husband, but I was so unhappy. Much of this was because of the things I exposed myself to, like the news, the wrong people and negative self-talk. I didn’t have healthy boundaries and I had no balance in my life.

What a mini-stroke, heart surgery, burnout, a life-changing accident and cancer has taught me is that we can give up or get up. It has given the opportunity to slow down and reflect on my why and what’s important to me.

When I was recovering from my accident in 2017, I realised that if that had been my last day on earth, would I have been happy with what I’d achieved? My answer was absolutely not and it was time to take back control of my life.

I believe that tough times make tougher people and that’s a choice.

Following my accident, I was told there were certain things I’d never be able to do again, but I refused to believe that and became very goal-orientated.

Once you start believing in yourself amazing things start to happen and I’ve achieved things I didn’t think were possible.

Despite what I’ve been through, I am more positive and excited about my future than ever and I believe I’m still here to share my story and inspire others to be their best.

Instead of just sleeping with your dreams, wake up and chase them and see the impossible become possible.

Hannah Holden

Burnout Survivor & Specialist, Burnout Podcast Host

Burnout Survivor & Specialist, Burnout Podcast Host
Hannah Holden


Agenda - The Service Desk's Role in Risk


10:30 - 10:35 - Welcome
A welcome from our event host, John Noctor
10:35 - 10:55 - Broken to Bionic
Shona Hirons, Company Director, Mindset in Motion Ltd

Key takeaways:
- When you slow down, you speed up,
- When you start believing in yourself, amazing things start to happen,
- Failure is success in disguise
11:00 - 11:15 - Speaker to be confirmed
ManageEngine Session to be confirmed
11:20 - 11:40 - XLAs: a must for a happy service desk
Aniek van de Griendt, Product Owner Consumer Experience, ABN AMRO Bank

Experience Level Agreements (XLAs) are an ever growing topic. For a good reason. At ABN AMRO, one of the largest banks in the Netherlands, we believe XLAs are a must for a happy service desk. With XLAs, you measure what truly matters, not what happens on the service desk. Resulting in fewer tickets, more efficient employees and better service experience. In this presentation, Aniek from ABN AMRO, will walk you through what an XLA is and show you examples of XLAs in action.
11:45 - 12:00 - Break
Kick back and relax!
12:00 - 12:20 - Speaker to be confirmed
Christian Rees, Director, IT Service Desk, ICON plc
12:25 - 12:40 - Speaker to be confirmed
TOPdesk Session to be confirmed
12:45 - 13:05 - ITSM the 50 years – Before, During and Now what
Daniel Breston, IT Management Advisor, Retired

Daniel has written and said many times that the best knowledge management tool for a Cxx or any leader in an organisation is their Service Desk. Who else knows the good, bad and ugly of an organisation's people (culture, vendors, behaviours, attitudes), processes or practices, and technology (the fun stuff but in some cases the bad stuff). A “Happy” Service Desk means they know on a daily basis that they are appreciated. They know what their relationship is to the bottom line, and they have a clear line of sight to the customer or user. In those cases where they are related to low level, bottom of the pecking order, then this causes issues in mental health. We need to fix that and talks like this are the beginning.

In this fireside chat, John and Daniel will talk about how the Service Desk has evolved throughout the years and what we can all do to ensure Service Desk teams are happy, fulfilled and appreciated within their line of work.
13:10 - 13:20 - Break
Let’s take a coffee break!
13:20 - 13:40 - Speaker to be confirmed
Hannah Holden, Burnout Survivor & Specialist, Burnout Podcast Host
13:45 - 14:00 - Speaker to be confirmed
Freshworks Session to be confirmed
14:05 - 14:25 - The Science Behind What Makes us Happy
Dawn Ibbetson, Clinical Hypnotherapist, Inspired to Change

As humans are a very social species, but what actually makes us happy and what’s the science behind this? Learn how we can influence how we physically feel, just by thinking differently and how we can then influence others around us so that we can have a better work environment and also impact our personal lives beyond.

Key Takeaways
- How to help ourselves feel happier instantly
- How to influence others around us physically as well as mentally
- How to manage your own thoughts and deal with stress/anxiety
14:30 - 15:00 - Panel Discussion
All speakers will attend, have your questions answered live.
15:00 - 15:05 - Close
Event round up
  • Discover SDI
  • About SDI
  • Blog
  • Become SDI Global Partner
  • Media & Sponsorship
  • Get in touch
  • Discover SDI
  • About SDI
  • Blog
  • Become SDI Global Partner
  • Media & Sponsorship
  • Get in touch
  • Resources
  • Resource Library
  • Members Library
  • Webinars On Demand
  • Service Desk Jobs Board
  • Advertise A Job
  • Download Media Pack
  • Download The Service Desk Standard
  • Download the Professional Standards
  • Resources
  • Resource Library
  • Members Library
  • Webinars On Demand
  • Service Desk Jobs Board
  • Advertise A Job
  • Download Media Pack
  • Download The Service Desk Standard
  • Download the Professional Standards
  • Training
  • Training & Development Calendar
  • SDI’s Live Virtual Classroom
  • In-House Training
  • Our Trainers
  • About Peoplecert
  • Training Terms & Conditions
  • Complaints & Appeals
  • Training
  • Training & Development Calendar
  • SDI’s Live Virtual Classroom
  • In-House Training
  • Our Trainers
  • About Peoplecert
  • Training Terms & Conditions
  • Complaints & Appeals
  • SDI Events
  • SDI Annual Conference
  • The SDI Awards 2022
  • Attend A Webinar
  • Speak At SDI Event
  • Events: Terms & Conditions
  • SDI Events
  • SDI Annual Conference
  • The SDI Awards 2022
  • Attend A Webinar
  • Speak At SDI Event
  • Events: Terms & Conditions
  • Membership
  • Become A Member
  • Free Member Events
  • Free Member Resources
  • Meet Our Members
  • My Membership Account
  • Logos
  • Member Terms & Conditions
  • Membership
  • Become A Member
  • Free Member Events
  • Free Member Resources
  • Meet Our Members
  • My Membership Account
  • Logos
  • Member Terms & Conditions
  • Terms & Privacy
  • Privacy Policy
  • Cookie Policy
  • Trademarks
  • Terms & Privacy
  • Privacy Policy
  • Cookie Policy
  • Trademarks
Facebook-f Twitter Linkedin-in Youtube
© Copyright 2020 Service Desk Institute. All rights reserved.
MESSAGE US
close slider
  • Feel free to get in touch. To ask a question directly please submit your message using the form below.
  • Can we send you updates and offers to help you be brilliant?
  • This field is for validation purposes and should be left unchanged.
X