Agenda - The Happy Service Desk
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
In today's fast-paced and demanding work environments, burnout has become a pervasive issue affecting employees at all levels. This session is designed to equip managers and leaders with the knowledge and skills to recognize, prevent, and address burnout within their teams.
The session will focus on understanding the root causes of burnout, developing healthy habits and mindsets, and building resilience both personally and within their teams. Additionally, it will delve into the essential skill of empathetic listening and understanding, enabling managers to better support their team members who may be experiencing burnout or other challenges.
- 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 - A methodical approach to building the happy service desk
Jendra John Xavier, Marketing Analyst, ManageEngine
Usually, IT leaders and managers focus on multiple KPIs and dashboards to gauge the productivity of their service team and the effectiveness of their service desk operations. But, sadly enough, the most human KPI—the happiness of the team—often gets overlooked in the grand scheme of things.
Additionally, a lack of a proper methodology to quantify the happiness of the service desk team adds to the problem. In this session, we will look at a simple happiness index that you can use to gauge your team's state of mind as well as some ways you can make your service desk a better place for your entire business.
- Gauge the happiness index of your service desk team with realistic parameters.
- Understand how you can improve the quality of life for your technicians with useful features and technology.
- Explore the power of hyper-granular personalization to improve service desk experiences across the board.
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 - Contentment is the Key
Christian Rees, Director, IT Service Desk, ICON plc
In this comprehensive exploration, we delve into the pivotal relationship between our Service Desk and the contentment of our valued Team Members. By dissecting the dynamics of contentment, we aim to shed light on the multifaceted benefits that our organization can reap when contentment is achieved. Moreover, we will investigate the intriguing connection between contentment and a sustained commitment to a long-term career within the Service Desk. This journey of understanding promises to reveal key insights that can enhance both the well-being of our team and the longevity of our Service Desk workforce.
12:25 - 12:40 - A happy servicedesk with TOPdesk!
Thomas Passchier, Customer Success Manager, TOPdesk
Every team has got them… challenges. Things that should be - and could be - done better. But a lack of time and today's workflow often comes in the way of making valuable changes. What if we can take all your challenges and fix them for you? Sounds good right. Our tooling is developed to tackle the day to day challenges of your average- or very advanced service desk, and brings a clear and organized way of working. The best way to tell you guys what TOPdesk can do, is to show you what we can do. In our TOPdesk demo environment I will take some of your day to day challenges and show you what TOPdesk does to get rid of them!
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 - Your Secret Superpower to stop stress in its tracks
Hannah Holden, Burnout Survivor & Specialist, Burnout Podcast Host
Did you know that there are instant hacks that can stop stress?
Did you know that stress impacts your body as much as your mind?
You might already know that you can’t just think yourself out of stress?
Has “just calm down” ever worked for you?!
“Me neither!” says Hannah Holden, burnout and stress expert.
In her talk Hannah will be teaching us some quick hacks that use the body to calm the mind in an instant.
13:45 - 14:00 - The EX Factor: Elevating Employee Engagement for ITSM Success
Radhika Narayanan, Product Marketer, Freshworks
Given the changing dynamics in the labor force and all the ways technology makes it possible for companies, employees, and customers to be connected, the key driver of customer experience (CX) is delivering superior employee experience (EX). Happy, engaged employees are more productive and less likely to leave. According to a report by HBR, 82% of respondents say employees’ happiness on the job is significantly impacted by how well the workplace technology performs. When employees and agents rely heavily on specialized tools to do their jobs, it’s important these tools are fast, reliable, and have the latest innovations that enable high performance.
Join Radhika Narayanan from Freshworks as she speaks about how IT leaders can implement best practices and tools that boost agent productivity and enhance employee experience (EX).
Key takeaways from the webinar include:
-The importance of employee engagement for IT leaders
-The power of AI and automation in maximizing productivity
-Optimizing employee experience in the channel of choice
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.
- 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