Panel Discussion: The Evolution of Service Desks

Ian Spillane - DCUCaroline Hackman - UCDValerie King - UCCBrian Nisbet - HEAnet

The IT service desk has undergone huge changes over the last few years with increased demands on services through the commoditisation of devices and mobility, while generally dealing with reduced staff resources.

The moratorium on hiring staff across the public sector has made this particularly difficulty for IT departments that have had to look at alternatives in order to maintain and continue delivering services to end-users, both staff and students.

The panel will discuss how various institutions have approached these issues and outline their experiences and lessons learnt; giving practical examples of how challenges were approached and overcome.

Panel Members: Ian Spillane - DCU, Caroline Hackman - UCD, Valerie King - UCC Libraries and Brian Nisbet - HEAnet