TOPdesk on Tour 2023

Rachel is the Student Services Desk Manager at Anglia Ruskin University in Chelmsford, Essex. She is responsible for configuring TOPdesk to manage Student/Staff interactions. She works closely with the teams around the university as they come on board with TOPdesk to understand their function and how they communicate with students, so that TOPdesk can facilitate providing an excellent service to students.

I am an IT Technical Project Manager responsible for the global implementation and support of TOPdesk for our IT teams in 28 countries (19 completed so far) and for many other functional areas including Supply Chain, Finance, HR, Commercial Support, and Operations.  I work for a huge laundry management company, Elis, which had 3.8 billion euros in revenue last year.  I have delivered many creative solutions on TOPdesk to support various processes.  I am based in Norfolk, UK, but have worked from California, Netherlands, Belgium, France, all over UK, as meetings are almost all on Teams.

Maureen has been a part of the Academic Registry Division since late 2018, firstly as a member of the Student Records team before joining the Customer Service team. Maureen was a part of the project team for TopDesk implementation for Academic Registry in 2020. Maureen's role focuses on training, service enhancements, quality assurance and reporting as well as being a Topdesk Superuser for the division.

Fintan Breen is The Head of Customer Service in the University Of Limerick.

Drawing from his vast experience, Fintan will share insights and practical strategies in his talk on customer service, innovation, and management. Attendees can expect to learn effective techniques for enhancing customer experiences, cultivating innovation within their organizations, and implementing sound management practices.

VIVID is the sixth largest developer of new homes amongst housing associations in England, having built over 1,390 last year.

Matt has over 25 years' experience in IT, and has been building and managing teams since 2005. Knowledge Management is an area of interest, as he enjoys making information easily available to others.

After ten years as a secondary school teacher of IT and Computer Science, I joined Newman University in 2015 as a technician.

My initial role involved supporting audio-visual matters and lecture capture. In 2018, I was promoted to be IT Support Manager, a role I was in until December 2022 when I became the Deputy Director.

As IT Support Manager I introduced TOPdesk to the university in June 2021 and have overseen its spread into other service areas around the university.

My role as Deputy Director has three main strands:

1 - Administration, configuration, and evangelism of Enterprise Service Management.

2 - Maintain and improve the university's cyber security posture.

3 - Coordinate training for the university community as a result of IT change.

Phil has worked with IT Service Management for over 20 years. At Bidvest Noonan, he has implemented TOPdesk across several departments, starting the journey to full Enterprise Service Management.