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

Conference Day Two: Wednesday, 1st May 2019

8:30 am - 9:00 am Conference Registration and Arrival Coffee

9:00 am - 9:10 am Opening Remarks by IQPC Australia and the Conference Chair

Christopher Absalom - Director of Global Technology & Onsite Support, Outotec
Conference Chair:
img

Christopher Absalom

Director of Global Technology & Onsite Support
Outotec

9:10 am - 9:50 am OPENING KEYNOTE CASE STUDY: Ensuring Outsourced IT Service Desk Culture Aligns to Business Culture by Transitioning from Offshore to Onshore

Matt Simpson - Former Service Integration, Qantas Group
Qantas is Australia’s largest domestic and international airline. “We have built a reputation for excellence in safety, operational reliability, engineering and maintenance, and customer service.” In order the achieve a service desk that reflects this culture and provides successful customer driven and outcome driven results, Qantas went through a transformation of relocating onshore through a service desk management and service integration provider. This case study presentation will explore the cultural aspect of the transition and change management strategies.

  • Analysing the importance of culture consistency at Qantas: Niche applications and understanding the impact issues can have on the organisation
  • Exploring how the transformation at Qantas provided complete visibility over the environment by relying on openness and trust
  • Overcome stakeholder relationship challenges caused by adding a layer of governance
img

Matt Simpson

Former Service Integration
Qantas Group

9:50 am - 10:30 am CASE STUDY: Unifying Service Desk Branches and Operations to Ensure Sufficient Support and Effective Management

Sajid Hassan - National ICT Manager, The Pharmacy Guild of Australia
The Pharmacy Guild of Australia have independent service desks in branches across the country and culturally had little concept of centralised operations. In a significant transformation, these support areas will be unified by a shared program across the country and the expertise of employees will be allocated so they are managed effectively.

  • Change management: Getting people on board
  • Establishing outcome-based communication objectives for the unified model
  • Ensuring the right expertise and skills are being utilised correspondingly to the change
img

Sajid Hassan

National ICT Manager
The Pharmacy Guild of Australia

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

11:00 am - 11:40 am CASE STUDY: Implementing a Knowledge Management System in a Global Industrial Service Desk Environment

Christopher Absalom - Director of Global Technology & Onsite Support, Outotec
In a sector that’s typically resistant to change, Outotec is implementing strategies to promote a harmonized technical support model through a streamlined and systemised engineering support desk. This presentation explores service desks from a different perspective with Outotec’s three-tier model supporting both internal and external customers.

  • Exploring the project model and the vision for transforming operations
  • Strategies for change management
  • Exploring future expansion of support functions including 24/7 services and chatbot
img

Christopher Absalom

Director of Global Technology & Onsite Support
Outotec

Service desks are relied upon to communicate across organisational teams, customers, suppliers and various other stakeholders. They receive and direct issues across the board to ensure efficient and effective resolutions, which highlights how imperative it is to have developed relationships and clear contact avenues.

  • Highlight common communication gaps between stakeholders e.g. language (jargon) and keeping interactions in real-time
  • Strategies that can encouraging collaboration to ensure service desk agility
img

Renzo Urzua

Global Contact Center Management Trainer
Mastercard

img

Symon Geanellos

Technology Support Team Lead
MLC Life Insurance

img

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: Transforming Service Desks from a Greenfield Environment: MLC’s Unique Deployment

Symon Geanellos - Technology Support Team Lead, MLC Life Insurance
Since separating from NAB two years ago MLC insurance had a clean slate to rebuild their service desks – a rare and exciting opportunity. This case study will explore the model and changes adopted across their 3 main offices in Australia, the main focus behind these choices, and the outcomes – successes and challenges – as a result.

  • Encouraging human based information by implementing a genius bar and floor walking as the organisations primary service desk approach
  • Exploring why this transformation strategy was appropriate for the company and bleeds/challenges found along the way
  • Strategies for change management: Employee culture surrounding the change
  • What is the future focus for MLC? 
img

Symon Geanellos

Technology Support Team Lead
MLC Life Insurance

2:00 pm - 2:40 pm New Ways of Working for Service Desks That Need to Adapt to New Agile Workforces

Allwyn Menezes - Head of IT, Service NSW
How do you merge traditional ITSM with new organisational management methods such as agile working and DevOps while constantly working to improve response structures and increasing tickets? This is a question Allywn Menezes, Head of IT at Service NSW is currently striving to answer by transforming their service desk into a successful model.

  • Why service desks have to transform: Changing the internal information technology entirely
  • Moving towards product based organisation rather than operational based
  • Analysing the outcome and exploring how this model can be adopted
img

Allwyn Menezes

Head of IT
Service NSW

2:40 pm - 3:10 pm Afternoon Tea & Networking Break

3:10 pm - 3:50 pm CASE STUDY: Improving Service Flexibility by Standardising Digital Technology and Communication Across the Organisation

Lisa Marino - Service Desk Manager, ICT Corporate Affairs, Victoria Legal Aid
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
img

Lisa Marino

Service Desk Manager, ICT Corporate Affairs
Victoria Legal Aid

3:50 pm - 4:30 pm CASE STUDY: Exploring How Fujitsu are Transforming Technical Service Desk Initiatives towards Automation

Helen Howard - Senior GM Customer Service Operations, Fujitsu Australia Limited
Technical service desks are less predictable than contact centres, so it can be challenging to find commonality in such a diverse range of questions when attempting to automate. Before implementing self service automation Fujitsu has undergone a transformation to develop a successful and structured program around automating the internal functions of a service desk.

  • Creating better service outcomes by automating repeatable tasks that service desks perform 
  • Detailing a long-term automation plan rather than random ad hoc implementation 
  • Advancing to self-help automation following efficient and effective internal automated operations
img

Helen Howard

Senior GM Customer Service Operations
Fujitsu Australia Limited

img

Christopher Absalom

Director of Global Technology & Onsite Support
Outotec

4:40 pm - 4:40 pm End of Day Two & Conference Close