Adapting support for users in a locked-down world

Booking Closed

Primary Sponsor


23 July 2020

Book Before

24 July 2020

online 12:00 - 13:00

MS Teams

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About the Event

Adapting support in a locked-down world

As we are all aware, current restrictions that have been in place since March precipitated a flurry of dramatic changes to the way we perform our roles, most obviously in working remotely.

Join us as we consider how first and second line support has adapted to assist users despite the current (remote) working climate. This will be a relevant and insightful event, that will be of particular interest to members looking ahead and planning for the fast-approaching new academic year.

This session will consist of a few short presentations, in which the University of Leeds, University of the Highlands and Islands and Canterbury Christ Church University will share their own experiences of this transition of support. There will also be time for a Q&A afterwards, which will be a chance for you to join the dialogue through sharing your own experiences and raising issues that peers from across the ucisa network can engage with.

Prior to attending the event, you may find it helpful to consider the following questions:

  • What challenges have you faced?
  • How did you overcome them?
  • What have you stopped doing?
  • What have you started doing?
  • What are you looking forwards to?
  • What would you like to leave behind?

We look forward to welcoming ucisa members from the SSG community to this event, as well as any other members who are interested not only in how challenges of providing consistent user-support throughout this turbulent period have been met, but also in the future opportunities borne from the efforts of the last few months.


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Antonia Jones

Senior IT Support Adviser

University of Leeds

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Iain McCracken

Head of Service Delivery

Canterbury Christ Church University

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Mike Burns

LIS Customer Service Manager

University of the Highlands and Islands

Event Schedule


1:00 PM

Sharing experiences followed by Q&A session

University of Leeds and Canterbury Christ Church University