Strategic IT Support – An interview with me…
I recently had the opportunity to speak with Desk365 as part of their Humans of Support series. My one take? Great IT support isn’t about resolving tickets. It’s about helping people achieve outcomes. We discussed service empathy, reducing digital friction, AI, building high-performing support teams, and how the role of the service desk has evolved…
Don’t Blink: You are the Human Firewall!
In this energetic session we look at how the service desk becomes the real human firewall, shaping the organisation’s first line of defence and putting the Information Security Management practice into action where it matters most.
World Class? We Built It!
This keynote tells the story of a service desk that didn’t wait for recognition—it earned it. From modest beginnings, this small team built trust, refined processes, and raised expectations across the board. With no shortcuts and no spotlight, they proved that world-class service isn’t about size—it’s about standards, ownership, and showing up every day with…
