30 April - 01 May, 2019 | Bayview Eden, Melbourne, VIC

Conference Day One: Tuesday, 30th April 2019

8:30 am - 9:15 am Conference Registration and Arrival Coffee

9:15 am - 9:20 am Opening Remarks by IQPC Australia and the Conference Chair

Conference Chair:

9:20 am - 10:00 am KEYNOTE CASE STUDY: Ensuring High-End Service Desk Quality across Global Offices by Introducing a Unified Platform

With 29 contact centres situated around the world, ran by multiple service management providers, achieving efficiency and cultural consistency is a goal that’s not easily achievable. This presentation will explore how MasterCard has set the requirements to ensure their global operations are successful in achieving customer satisfaction.

  • Identifying and setting the requirements needed to ensure service desk ability
  • Implementing a platform utilised by all 29 centres to create consistency 
  • Successfully managing updates, programs, and service desks by implementing training solutions
Renzo Urzua, Global Contact Center Management Trainer at Mastercard

Renzo Urzua

Global Contact Center Management Trainer

10:00 am - 10:30 am Speed Networking

10:30 am - 11:00 am Morning Tea & Networking Break

11:00 am - 11:40 am CASE STUDY: Knowledge-Centred Service (KCS) – How This REALLY Benefits Organisationsn

KCS if implemented carefully and correctly could be THE single most effective way of empowering not only the Service Centre Analysts + 2nd & 3rd level teams but more so the customers themselves thus providing the potential for the best ROI project you have ever undertaken. Having been on the  journey myself and assisting organisations in their implementations I would like to share the do’s and don’ts of how to get there. I will discuss:-

  • How to approach KCS as a project. To make a success of this as a project what resources are required and what time frames are realistic.
  • Are tools up to the job? We will look at some of the pitfalls in tool sets and how to avoid them. Being KCS “certified” may not mean they can cut it.
  • Who should be trained and when? Just sending analysts to training is not enough. Ownership MUST be accepted at the top and all groups i.e. 3rd level, 2nd level etc. to be involved from the get go.
Paul Paterson, Trainer, Consultant & Membership Manager at HDAA – Help Desk Association Australia

Paul Paterson

Trainer, Consultant & Membership Manager
HDAA – Help Desk Association Australia

11:40 am - 12:20 pm CASE STUDY: Improving Service Desk Flexibility by Standardising Digital Technology and Communication Across the Organisation

In this presentation Victoria Legal Aid shares their digital capability transformation and the improvements a self-serve portal has brought to their service management desk which serves up to 1000 customers nationally. The insourced service desk which also provides services to external departments has adapted to the businesses mobile operations and prioritised their vision towards customer service.

  • Technology Roll-out: How change was promoted transparently and suitable transition strategies were implemented
  • Initiating intimate training initiatives to adjust culturally towards digital and  overcoming supporting infrastructure challenges
  • Moving forward towards digital environments and reducing paper footprint
Lisa Marino, Service Desk Manager, ICT Corporate Affairs at Victoria Legal Aid

Lisa Marino

Service Desk Manager, ICT Corporate Affairs
Victoria Legal Aid

12:20 pm - 1:20 pm Networking Lunchbreak

1:20 pm - 2:00 pm CASE STUDY: Integrating a Genius Bar and Self-Service Portal that Work Together to Connect Multiple Help Centres at Charter Hall

Charter Hall is advanced in achieving flexible working; recently a service desk transformation has been implemented to reflect and support their operations. A genius bar integrated with all help centres including concierge, finance, HR as well as IT rather than solely IT has proven to create considerable advantages in providing solutions efficiently.

  • Achieving unification of multiple applications via a central genius bar service desk
  • Introducing a self-service portal unified with the genius bar
  • Change management strategies and maintaining the ideal service culture
Madeleine Ashworth, Service Delivery Lead at Charter Hall

Madeleine Ashworth

Service Delivery Lead
Charter Hall

Service desks are required to adapt to organisational change; such as new management processes, working environments, and digital landscapes. In this panel, service desk experts discuss the pressure to implement new approaches due to organisational change and discuss both the risks and benefits of transformation.

  • Exploring how management change processes such as DevOps and disciplined agile delivery influences service desk models
  • How consumer interaction with technology impacts on what customers expect: Simplicity and instantaneous results (AI and machine learning)
  • Introducing flexible working and providing 24/7 services
Glenn Jones, Head of Enterprise Service Operations & Experience at Australia Post

Glenn Jones

Head of Enterprise Service Operations & Experience
Australia Post

Ram Nathan, Product Manager/ IT Infrastructure Management at Open Universities Australia

Ram Nathan

Product Manager/ IT Infrastructure Management
Open Universities Australia

Madeleine Ashworth, Service Delivery Lead at Charter Hall

Madeleine Ashworth

Service Delivery Lead
Charter Hall

2:40 pm - 3:20 pm CASE STUDY: Achieving Scalable Service Desks that Support Business Needs with a Build and Support Model

Before investing in a service desk transformation, businesses should first be optimising the staff and resources they already have. In this case study presentation, learn how Open Universities reorganized their operating models and adopted new ways of working resulting in more efficient and successful resolutions, as well as making their service desks safer and more reliable.

  • Fostering engineering mindset & culture into IT support services and reconfiguring employee capabilities
  • Collaborated and shared problem-solving approach partnering with the internal business teams
Ram Nathan, Product Manager/ IT Infrastructure Management at Open Universities Australia

Ram Nathan

Product Manager/ IT Infrastructure Management
Open Universities Australia

3:20 pm - 3:50 pm Afternoon Tea And Networking Break

Champagne Roundtable:

You  will you hear peer-to-peer led case studies and best practice; you will also receive focused thought leadership insights as well a being provided with drinks to encourage conversation…


3:50 pm - 4:50 pm Introducing Automation to HR On-Boarding and Off-Boarding to Decrease Service Desk Reliance
Automating processes can achieve benefits such as long term reduced costs; however, implementing automation into an already developed structure can create new arising challenges.

  • Establishing why automated on-boarding and off-boarding can be valuable
  • Aligning human process with automation and correcting human error
Allwyn Menezes, Head of IT at Service NSW

Allwyn Menezes

Head of IT
Service NSW


3:50 pm - 4:50 pm A Non-Traditional Look at Service Level Agreements
Service Level Agreements (SLA’s) provide outlines for partnerships and are put in place to create transparent relationships. However, it’s difficult to determine whether they are successful in meeting the goals that they were originally set out to achieve.

  • How to create an outcome based SLA rather than an agreement
  • How to design a SLA to be measureable and meaningful
Matt Simpson, Former Service Integration at Qantas Group

Matt Simpson

Former Service Integration
Qantas Group

4:50 pm - 4:50 pm End of Day One & Networking Drinks