The Ins and Outs of People on an IT Service Desk

Joint event between BCS Service Management Specialist Group and BrightTalk

Thursday 15 May 2014

11.00am - 11.45am (UK)

This event is streamed live and recorded as part of the BrightTalk IT Service Desk Management summit.

Ian Connelly and Gregory Baylis-Hall


This event is free, open to all, via the BrightTalk website


During their professional careers, Ian and Greg have navigated a number of roles in, on and around a wide variety of service desks, observing technology, processes and IT’s most important and complicated component - its people.

In this sideways look at the service desk, Greg and Ian propose a model to describe the people dimension, arguing that a better understanding of the people can bring big benefits to IT’s most fundamental team.

Whatever your role in IT, getting more from and giving more to front line teams can help to improve service management, not just customer satisfaction.

About the Speakers:

Ian Connelly currently works as an Environments Manager with a London based insurance company in their group IT function. Prior to this he ran service desks and operational IT teams for a number of diverse organisations.

His career spans nearly 20 years, including the managed services, telecoms/ISP and software development sectors. The last 10 years have been as a specialist in Operational IT and Service Management.

Gregory Baylis-Hall has over 15 years experience working in IT, principally in Service Operations for international Law Firms and Commercial Construction  – specialises in service and project management.