Our service desk engineers are the behind-the-scenes heroes keeping our customers’ businesses running smoothly.
Our team of over 20 skilled engineers are led by Service Desk Manager, Paul Jameson. They’re the first to tackle IT issues, ensuring technology works without any hiccups. But what does a typical day look like for them?
As soon as our engineers start their day, many of our customers’ businesses across the country are just waking up, and support tickets start to rise. From password resets to connectivity problems, no issue is too big or too small for our engineers. They log each ticket meticulously, prioritise them based on urgency, and work quickly to resolve them.
Throughout the day, our engineers spend a lot of time interacting directly with clients. They handle phone calls and emails with professionalism and empathy, knowing that behind every issue is a person who needs help. Building strong relationships is a key part of their role, and they treat every customer with care and respect, and really get to know each and every one.
Our service desk operates around the clock, with engineers working in shifts to support clients who are on ‘extended hours’ contracts. This ensures our customers receive assistance whenever and wherever they need it.
Paul Jameson, Service Desk Manager
Commitment to SLAs and XLAs
Our dedication is shown through our Service Level Agreements (SLAs) and Experience Level Agreements (XLAs). These are more than just metrics; they reflect our commitment to customer satisfaction. SLAs focus on meeting specific service performance standards and are a guarantee to you that we will fix your problems in the specified time. XLAs go a step further and ensure our service not only meets technical standards but also delivers a positive and effective experience to you and your business. Our Customer Experience Manager is in constant communication with our customers making sure they are happy with the solutions they’ve invested in and that they are still meeting, if not surpassing, their business goals.
At Seriun, our engineers are the heart of our operations. Their dedication, expertise, and commitment make us stand out. Their days are busy, challenging, and rewarding. We are incredibly proud of our service desk team and their ability to handle everyday IT challenges and helping maintain Seriun’s impeccable service reputation.
Our dedication is shown through our Service Level Agreements (SLAs) and Experience Level Agreements (XLAs). These are more than just metrics; they reflect our commitment to customer satisfaction. SLAs focus on meeting specific service performance standards and are a guarantee to you that we will fix your problems in the specified time. XLAs go a step further and ensure our service not only meets technical standards but also delivers a positive and effective experience to you and your business. Our Customer Experience Manager is in constant communication with our customers making sure they are happy with the solutions they’ve invested in and that they are still meeting, if not surpassing, their business goals.
Matthew Whittaker, Customer Experience Manager
At Seriun, our engineers are the heart of our operations. Their dedication, expertise, and commitment make us stand out. Their days are busy, challenging, and rewarding. We are incredibly proud of our service desk team and their ability to handle everyday IT challenges and helping maintain Seriun’s impeccable service reputation.
How to get in touch
If you’d like to discuss any IT issue, we’d love to hear from you – call our techies on: 01282 500770 or email: info@seriun.co.uk.
Meet the Seriun team here: www.seriun.co.uk/meet-the-team