Think a service desk career is just a stepping stone? Andrew Shepard of Domestic and General will tell SITS17 visitors why it’s important to see the service desk as a far more important part of the business and here he previews his session.

How did you get into the ITSM industry?
I have been working in IT support for all of my IT career. A few years ago I was put on a foundation ITIL course which was a game changer as I didn’t know what my next step in IT was going to be.  Prior to this course, every career path I could see took me in an increasingly technical direction, which I didn’t want to do.  Once I saw ITIL I realised this was a direction I really wanted to know more about.

What part has SITS played in shaping your journey through the industry?
This is my first time attending SITS.  I’m really excited to meet people from all different industries and find out what they are doing and how they have overcome certain issues. I really enjoy sessions where you can meet people and knowledge share.

Tell us about your seminar; what are you most excited about sharing?
My seminar is all about how I have changed a reactive service desk to a proactive, innovative service desk. I am most excited to share how the team dynamic has changed, how we are now working with other teams in different ways and how we are doing trend analysis in a pretty unique way to give accurate figures of workload

What challenges do you think your session will help visitors overcome?
How to give a service desk team a varied workload, career path and how they can really make an impactful difference.

What one tip would you offer to IT service and support professionals to drive their IT services forward? Don’t assume you know what your customer wants, go ask and really listen to the answers.

In addition to your seminar session, why would you recommend others to visit SITS? SITS is one of the largest events where people across support comes together to compare notes and learn from one another to make IT support better.

You can see Andrew speaking about the service desk career Thursday June 8 at SITS17.  You can learn more about his session here. 

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