SSG20: A new order
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Date
2 December 2020
3 December 2020
Book Before
4 December 2020
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About the Event
SSG20: A new order
Focusing on the opportunities and challenges of delivering blended support in a VUCA world
ucisa’s Support Services Group look forward to welcoming you to their – virtual conference this 2nd and 3rd December, ‘A New Order’, as they consider the opportunities and challenges of delivering blended IT support in the current VUCA (volatile, uncertain, complex and ambiguous climate).
Widely acknowledged as the best referee in rugby union, we look forward to hearing from Nigel Owens MBE whose talk on overcoming hurdles has never been so universally relevant.
This conference will also feature talks from colleagues from across the support services community, as they consider various topics within the theme.
Event Schedule
Day 1: Wednesday
13:00
Welcome
Jo Mortimer, SSG20 Conference chair and SSG Vice Chair, University of Reading13:05
A personal account of the response of an IT Service to the "new normal" and the unforeseen impact on students
Chris Garratt, Deputy Director of IT, University of Worcester13:25
Five Go Hybrid: Adapting Methods of Learning Technology Support
Robyn Pritzker, Alan Hamilton, Edward Lithgow, Rebecca Morris and Maz Nathoo, University of Edinburgh13:55
Data Driven Modernisation, Digitisation & Transformation
Kevin Mortimer, Head of Operations, University of Reading and Jamie Pitchforth, Higher Education Practice Leader EMEA, Juniper14:25
Fireside chat
Mike Burns, LIS Customer Service Manager, University of the Highlands and Islands andIain Cameron IT Services, User Services Manager, University of Aberdeen.
14:40
Making connections: moving from Covid to Clarity
Brian Green, Head of Innovation and Mobile Development and Sarah Sweeney, Head of Student Wellbeing Services, Lancaster University15:00
An Outside Context Problem: Culture, AI and Mind-Maps
Iain Cameron, IT Services, User Services Manager, University of Aberdeen15:20
Nigel's personal journey on dealing and not dealing with adversity
Nigel Owens MBE, Rugby Union Referee16:00
Close
Day 2: Thursday
13:00
Welcome to day 2
Andy Scott, SSG Co-chair, Service Desk Manager at University of Durham13:05
13:25
Increasing Service Desk efficiency using Live Chat
Henrik Brogger, Head of IT Service Delivery, Queen Mary University of London13:45
Queen Mary’s digital journey from Clearing to Enquiry management
Rupa Dey, Assistant Director, Change Delivery, Queen Marys University of London14:05
An Oxford approach to co-creating value
Andrew Dixon, Head of Service Management Office, University of Oxford14:25
Comfort break
14:40
Recruitment and onboarding new staff remotely at CIS Durham University
Andy Scott, Service Desk Manager, Durham University15:00
Live Events: Microsoft Teams & Showcasing the University of Reading Off-Campus
Eleanor Draycott, Head of Customer Experience & Service Delivery; Joanna Watts, User Support Analyst; and Kate McNaboe, Head of Events, University of Reading15:20
Ruder Than Fiction: How The Media Influences People's Expectations of Customer Service
Katie Langford, IT Communications Coordinator, Leeds Beckett University15:45
Conference wrap up
Andy Scott, Service Desk Manager, Durham University16:00
Close
Other Info
Exhibitor Information
UCISA Group
- Support Services
