SSG23: Reboot, Refocus, Recharge: Redefining the world of Support Services
Booking Closed
Primary Sponsor
Date
5 July 2023
6 July 2023
Book Before
27 June 2023
Map
The Hilton Newcastle, Gateshead
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About the Event
SSG23: Reboot, Refocus, Recharge: Redefining the world of Support Services
We invite you to join us in Newcastle for the 2023 UCISA Support Services Conference, where we will ‘Reboot’ how we explore the changing world of support services, ‘Refocus’ on celebrating our diverse community’s collective achievements in making positive and innovative change to our institutions, whilst being mindful to ‘Recharge’ service delivery.
Join SSG23 as we focus on the changing landscape for what now defines ‘Support Services’, how our past and future interconnect and what that means for us now.
The sessions will cover a range of areas, including (but not limited to) topics such as:
- The impacts, benefits, and real-life examples of transformational change within support
- Evolving adoption of frameworks and best practices across IT
- Major Incident Management
- Career Development, journeys, and direction in an ever-changing landscape
- Reconnecting with staff and students with a customer satisfaction focus
- Mental Wellbeing and the Work Life balance in a digital world
- Hybrid learning and Digital Skills Training- how it has changed and how it is achieved
- Diversity, Inclusion and Belonging within IT
- Digital technology in teaching and learning
We look forward to seeing you there!
Why you should attend? Conference Chair Antonia Jones tell you why below.
Event Schedule
Wednesday
09:15
Registration and Exhibition opens
09:30
Newcomers session
Susanne Smith, Deputy Director (Business Development & Operations), University of South Wales; and Rachel Fligelstone, Head of IT Support, Lancaster University10:00
Welcome to SSG23
Antonia Jones, Interim Application Support Manager, University of Leeds10:10
Transforming learning: aligning pedagogy, technology investment, and support services.
Richard Aird, Director of Service Delivery & Change, University of Stirling10:40
Networking Bingo
Jake Dovey, iSolutions Incident Response Team, University of Southampton; and Andy Scott, Senior Manager (Service Desk and 2nd Line Support), Durham University11:05
Refreshments
11:35
Kill the Carrot & Snap the Stick - Rebooting, Refocusing & Recharging demotivated and unengaged support staff
Jake Dovey, Incident Response Team Manager, University of Southampton12:35
IT Support Hub – the changing face of support in IT Services
Caroline Hackman, Head of IT Customer Services, University College Dublin
13:05
Lunch
14:05
The IT Service and Shared Service Trends that will improve student support and agent experience in 2023
Bhagya Bherwani, ITSEM Education - Account Executive; and Max Templeman, ITSM Education - Account Executive, Freshworks UKI14:25
In conversation: Freshworks and Brunel University
Sonja Browning-Page, Chief Digital Information Officer, Brunel University; and Dean Markey, ITSM Education - Account Development Specialist, Freshworks UKI14:45
Travel time
14:50
Parallel sessions
- Our Business Continuity journey in Gateshead Suite
Jenine Shaw, Business Continuity Lead, University of Sheffield - Transforming Professional Services in Hillgate
Simon Corbett, IT Director; and Michael Askell, Assistant Director for Enterprise Development, Northumbria University
15:20
Refreshments
15:50
Family Fortunes session
Mike Burns, Head of Service Delivery, University of Warwick; and Susanne Smith, Deputy Director (Business Development & Operations), University of South Wales16:10
Revolutionising IT Support with Generative AI: Durham University’s remarkable journey
16:40
From awareness to acceptance - a no-holds barred conversation about what it's really like to be autistic
Tree Hall, CEO, Charity IT Leaders17:30
Close of day 1
19:00
Drinks reception
in Gateshead Foyer19:45
Dinner
followed by Reboot Disco
(wear the original or reboot the costume)
Thursday
09:00
Welcome to day 2
09:05
UCISA-SSG Global Cafe
Jo Mortimer, Head of Business Relationship Management, University of Reading; and Sharon McKoy, Assistant Director & Head of Digital Operations, University of Wolverhampton09:35
A Day in the Lifecycle: The Managed Device Story
Adam Harding, Technologist Practice Manager, Softcat10:05
10:25
Refreshments
10:50
Travel time
10:55
Parallel Sessions
- The challenges of representing gender diversity in IT systems in Gateshead Suite
David Wilson, Application Support Manager, Loughborough University -
REDEFINING Cyber Security at USW - CE, CE+ and whatever comes next Meeting Room 2 (lower ground floor)
Susanne Smith, Deputy Director (Business Development & Operations) and Catherine Misljen, Digital Project Manager, University of South Wales - Apprenticeships - what's all the fuss about? in Hillgate
Andy Scott, Senior Manager (Service Desk & Field Teams), Durham University and Lucy Bolton, Head of Support, University of Hertfordshire
11:25
Travel time
11:30
Goodbye to emailing the Service Desk. Why, How and What the Results were
Katherine Craddock, Service Desk Operations Manager and John Ireland, Director of Customer Services, University of Oxford12:00
Lunch
13:00
13:30
Panel session - Hybrid working
Chaired by Mike Burns, Head of Service Delivery, University of Warwick14:15
Making the right deposits in your resilience bank
Laura Dawson. Governor, Charity Trustee and Founder, Leaderly Consulting14:50
Closing remarks
Antonia Jones, Interim Application Support Manager, University of Leeds15:00
Conference Close
Other Sponsors
Other Info
Exhibitor Information
UCISA Group
- Support Services
