Q & A with the Helpdesk Team
By IT@Spectrum | Posted: 10 Oct 2017
Our Software Support Coordinator Bradley Guiness presents an insight into the vital work our Helpdesk team provide for our customers.
WHAT IS THE MOST CHALLENGING PART OF WORKING IN THE HELPDESK TEAM?
The Helpdesk pace can be unpredictable and sometimes extremely busy. When the helpdesk is busy it is a demanding task to monitor all aspects of support, ensuring procedures are followed and tasks have been allocated to the most appropriate expert. A support call can be complex and many things must be taken into consideration in order to allow us to resolve the customer’s query as quickly as possible. We work to industry-leading targets to make sure that the call been responded to in the correct amount of time and ultimately resolved within the correct time scale. There are many considerations with a support call which can be as important as the issue itself, and all of these factors must come together to ensure that the issue is dealt with as efficiently as possible for the customer, with the least amount of disruption and downtime.
HOW DO YOU AND YOUR COLLEAGUES SUPPORT ONE ANOTHER?
At The View we are able to take advantage of the open-plan office, which means we are able to share our knowledge and resource easily. If a member of the team is aware of a particular client’s setup and procedure, often they can inform other colleagues to help them understand it better when tackling the query at hand and in the future. Additionally, we have an extensive internal knowledge base which is updated by each member of the Helpdesk team. Therefore, every time an issue is resolved, the solution to that issue will be shared and our knowledge distributed. Consequently, if any issues reoccur, then we have the answer at hand – all in the interests of getting the customer back up and running in the shortest possible time.
WHAT PRODUCTS DO THE HELPDESK TEAM SUPPORT?
A few examples of the Document Management software we look after are Spindle, Therefore, uniFLOW, Qlik and Flexicapture. Each one of these products has unique qualities which provide the customer with a bespoke solution, backed up by our specialist Support team.
HOW DO YOU INTEGRATE WITH OTHER DEPARTMENTS?
Engineers/Technicians – There are times when our engineers are on site and come across a software issue. The engineer would ring our Helpdesk team for assistance, and together we can collaboratively resolve the issue.
Works Control Team – Sometimes our Helpdesk team comes across a support call where an engineer visit is required. It’s up to us to assess, plan and confirm with the works controller to arrange a visit and agree a plan of action to keep the customer fully informed.
WHAT CURRENT PROCEDURES ARE IN PLACE TO SUPPORT YOUR CLIENTS?
We currently have a structured procedure in place, consisting of two levels. Level 1 focuses on the issues that are less complex and easily resolved. Level 2 concentrates on the more intricate issues that require a senior or more experienced resource to resolve. Level 2 issues tend to take longer to resolve as they are often more complicated, however our team always aims to have the problem resolved within the promised fix time.
HOW DO YOU ENVISAGE THE HELPDESK TEAM IN THE FUTURE?
I imagine the number of employees in the helpdesk team will grow, to enable us to fully support our ever-expanding customer base. As the technology industry is constantly developing, more calls are being handled remotely which means that customer issues are resolved more quickly and with the least possible disruption to the customer’s organisation. Our team will always be given any necessary additional training and resource to provide our customers with reassurance that we are the leaders of our industry.
WHAT TRAINING AND DEVELOPMENT IS INVOLVED IN THE HELPDESK TEAM?
There are several software courses offered to our Support desk which they partake in. The courses begin with gaining an understanding of the software services we provide, and progress to an advanced specialist course when the employee is ready for that level of higher education. Furthermore, we have regular training sessions and set individual development targets for each member of the team. These are based on self-development, future goals, and how our Helpdesk works collaboratively. IT@Spectrum provide both a training scheme, the ‘Spectrum Faculty’, and a mentor program to ensure that all employees get the appropriate training and development that they require.
AS THE SERVICE SUPPORT COORDINATOR, WHAT DO YOU HOPE TO ACHIEVE ON THE HELPDESK?
On a daily basis, I aim to allocate calls out to the correct resource and to implement a smooth and professional procedure so that customer’s problems are dealt with as efficiently as possible.
DESCRIBE YOUR TEAM IN THREE WORDS
Reliable. Professional. Adaptable.
TO SUMMARISE HOW HAVE YOU FOUND YOUR EXPERIENCE OF THE HELPDESK AT IT@SPECTRUM IN THE 5 YEARS YOU HAVE BEEN HERE?
The Helpdesk has taught me a multitude of skills and has played a major role in both my personal and professional development. Some examples include:
All elements of customer service
Adapting to different paces of work and scenarios
Knowing how to use my resources correctly
Learning alternative methods of how to handle the unknown
My time at IT@Spectrum has allowed me to progress into an important member of the Helpdesk team and the skills I have acquired in the process of working at IT@Spectrum have allowed me to become successful in my role.
- Bradley Guiness, Software Support Coordinator