UniDesk Annual Conference 2017

Annual UniDesk Conference 9th - 10th August 2017

We were excited to co-host our second UniDesk Annual Conference with Durham University who were the newest member to join our UniDesk family.  Our location was Durham University Business School which provided the picturesque venue for our event. 

Our conference included a full and varied agenda with the delivery of five presentations and a special guest speaker, Sally Bogg, Head of User Services at Leeds Beckett University and SDI Inspirational Leader of the Year, 2017. We also had Ask the Experts and Community Share sessions to give our delegates the opportunity to ask questions of TOPdesk and our UniDesk support team. The conference concluded with the return of the popular UniDesk Quiz where our Quiz Master attempted to baffle the delegates with a plethora of service management related brain teasers!

To enhance the programme we offered delegates a pre-conference river cruise on the evening before the conference. 

An Evening of Music, Mingling and Munching

The pre-conference event was a new addition to the conference package this year. The evening included a cruise along the River Wear taking in views of the historic city of Durham accompanied by a jazz band. A BBQ whilst moored alongside the spectacular Durham cathedral was a particular highlight of the evening. 

TOPdesk sponsored our event and it provided the UniDesk community with the fabulous opportunity to socialise and network in an informal and historic setting. 



09:30 - 09:45


Registration & Refreshments

09:50 - 10:00


Any Nixon
Durham University

10:00 - 10:10

Chair's Address

Alex Carter
University of Edinburgh

10:10 - 10:40

Adoption of Change Management

Ian Turnbull & Lisa Ansbro
Durham University

10:40 - 11:20

The Long & Winding Road - My Journey to Customer Service Excellence

Sally Bogg
Leeds Beckett University

11:20 - 11:35



11:40 - 12:10

UCISA Service Desk Toolkit

Sally Bogg 
Leeds Beckett University

Lisa McDonald
University of Edinburgh

12:10 - 12:40

Operations Management - Theory & Practice

Will Sibley

David Gillespie & Richard Smith
University of Durham

12:40 - 13:25


13:30 - 14:15

TOPdesk - Ask The Experts
Community Share Session


14:15 - 14:30

UniDesk The Road Ahead

Dawn Dodd & Catherine Hetherington
University of Edinburgh

14:30 - 14:45

Q&A Session

TOPdesk & University of Edinburgh

14:50 - 15:30

Quiz & Conference Close

Alex Carter
University of Edinburgh