Contentment is the Key

Presented by

Christian Rees, Director, IT Service Desk, ICON plc

About this talk

In this comprehensive exploration, we delve into the pivotal relationship between our Service Desk and the contentment of our valued Team Members. By dissecting the dynamics of contentment, we aim to shed light on the multifaceted benefits that our organization can reap when contentment is achieved. Moreover, we will investigate the intriguing connection between contentment and a sustained commitment to a long-term career within the Service Desk. This journey of understanding promises to reveal key insights that can enhance both the well-being of our team and the longevity of our Service Desk workforce.
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The Service Desk Institute (SDI) has been connecting service professionals across the world since 1988 and is the leading global community for everyone working in the service and support industry. Our mission is to inspire service desks and support teams to be brilliant. With a passion for providing industry best practice and sharing knowledge, SDI is dedicated to guiding, inspiring, and connecting ITSM, service desk and support communities. A respected, trusted and independent advisor to the industry, SDI has inspired thousands of organisations and professionals around the world to embark on journeys of service improvement and to be the best they can possibly be. For more information, visit