Caroline Hackman

Customer Services Team Lead

Caroline Hackman, Customer Services Team Lead, UCD IT Services

Caroline joined IT Services 1996 as part of the team providing support for students. Caroline is now the Customer Services Team lead with responsibility for operational management of ICT support provisioning through both our IT Helpdesk and 3 IT Centres.

The Customer Services team provide first and second level support to staff and students in the University. The IT Helpdesk provides 1st level phone, email and remote support and the IT Centres provide both first and second level drop-in, desk-side and computer lab support from 3 separate locations on Belfield campus.

During her time in UCD, Caroline has been heavily involved in the evolution of support delivery provided by IT Services. Caroline is also responsibility for the management of projects to enhance and improve customer services and in particular in the last year, was involved in the project to migrate IT Helpdesk to an off campus location, through a managed service solution.

Talk Title:

Panel Discussion: The Evolution of Service Desks

Plenary Speakers:
Patrick O'Regan - Maynooth UniversityPaul Jones - TCDRonan Byrne - HEAnet Valerie King - UCC
Parallel A Speakers:
Adrian Rath - Royal College of Physicia...Dave Wilson - HEAnet Keith Rochford - Dell
Ken O'Kelly - Juniper NetworksKilian Murphy - UCCMark O'Leary MBCS - JANET
Nora Clarke - University of Agder, NorwaySanjay Chohan - Juniper Networks
Parallel B Speakers:
Parallel C Speakers:
Rebecca Grant - Digital Repository IrelandSinéad Redmond - Maynooth University
Parallel D Speakers: (Workshop Area)
Rob Gallagher - HEAnet Robert Hackett - HEAnet
Lightning Speakers:
Andy Byrne - Agile NetworksAudrey Drohan - UCDBob Coggins - Campus.ieHenry Batten - Meru Networks
Jeremy Britton - UCDPeter Clarke - UCDPeter Trevaskis - DellRegina McNulty - Smartbay Ireland
Rosalind Pan - UCDStuart Kenny - Digital Repository Ireland