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Home > OIT Updates > New team members 2016

New team members 2016

by | Jun 4, 2016 | OIT Updates

New team members for 2016

In the past few months, we have recruited three new members to the company’s expert team, taking us to 11 staff. The focus of Matthew Cartwright and Malcolm Tomlin on the Service Desk is to ensure that clients receive the very best attention to promptly sort out IT queries and trouble shoot problems. Simon Hawkes has joined the team specialising in projects and 3rd line support.

All three come from in-house roles so they have first-hand appreciation of what it’s like to be a customer, and they are already using that experience to deliver an exceptional IT service.

Malcolm Tomlin

Malcolm, who previously worked for a publishing company, is the Service Desk Administrator. With a keen eye for detail, Malcolm leads on a variety of administrative tasks including setting up new users, managing email groups and monitoring system alerts.

Matthew Cartwright

Matthew is an IT Support Engineer. He joins the team manning the phones on the Service Desk, dealing with issues as diverse as forgotten passwords and network outages. He is bringing his experience of working in IT for a global manufacturer to Optimising IT.

Simon Hawkes

Previously working for a conservation charity, Simon is also an IT support Engineer. He joins the projects team, focusing on the delivery of projects for clients such as WiFi installation, Office 365 implementations, network configuration and 3rd line support.

We’re really pleased to welcome Malcolm, Matthew and Simon on board, the business has grown on the back of our exceptional service and we’ve worked hard to find the right people to help take us even further forward.

Charlie Haward, Service Desk Manager

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Our consultative approach enables us to get to know your business, so we can deliver elegant IT solutions that are cost-effective and in tune with your business needs.

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Our UK based Service Desk goes straight to a highly qualified 2nd line support engineer, guaranteeing a quick response and resolving most issues at First Contact. That’s why we’re able to consistently achieve over 78% First Contact Resolution (FCR). This keeps staff downtime to a minimum compared to traditional 1st line slow to respond Service Desk models.

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Our commercially focused, highly experienced team understand the importance of seamless integration with in-house teams and delivering a consistent, high standard of service.

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Our services are continually monitored and KPI driven. Our reporting is shared in a collaborative way, guaranteeing transparency and a focus on continued service improvement from a high-quality baseline.

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Our Co-source and Out-source services mean we are flexible in our approach to deliver the appropriate level of support for all our customers.

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CONSULTATIVE APPROACH, ELEGANT IT SOLUTIONS

Our consultative approach enables us to get to know your business, so we can deliver elegant IT solutions that are cost-effective and in tune with your business needs.

EXPERT TEAM, SEAMLESS INTEGRATIONS

Our commercially focused, highly experienced team understand the importance of seamless integration with in-house teams and delivering a consistent, high standard of service.

FLEXIBILITY, CO-SOURCE OR OUT SOURCE SERVICES

Our Co-source and Out-source services mean we are flexible in our approach to deliver the appropriate level of support for all our customers.

HIGH QUALITY SERVICE, STRAIGHT TO 2ND LINE

Our UK based Service Desk goes straight to a highly qualified 2nd line support engineer, guaranteeing a quick response and resolving most issues at First Contact. That’s why we’re able to consistently achieve over 78% First Contact Resolution (FCR). This keeps staff downtime to a minimum compared to traditional 1st line slow to respond Service Desk models.

MEASURING SUCCESS, KPI DRIVEN

Our services are continually monitored and KPI driven. Our reporting is shared in a collaborative way, guaranteeing transparency and a focus on continued service improvement from a high-quality baseline.

connected with trusted technology

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