While all of our services benefit our customers in some way, a frequent source of thanks we receive is from the work undertaken by our Support team.
From the remote help desk to on-site engineers, our support team are on hand to help businesses when an IT problem arises and the person in charge of the team is Helpdesk Manager, Henry Boyle.
Henry, who has been with Pisys.net for over 5 years was, until recently, Projects Manager however due to an increased demand for support services from clients, Henry was promoted to Helpdesk Manager.
In his new role, Henry and his team are responsible for all levels of support from simple password resets to software upgrades as well as managing and solving the more complex IT crisis situations that can occur.
Henry commented “Our helpdesk is a key service that customers use on a day-to-day basis so as the company has grown, so too has the demands on the team”.
Henry’s role is to manage and oversee the team, allocating the best available person to each and every ‘job’ that comes through the helpdesk.
“When customers have an IT issue, they can either call us, email the support desk or access the support team through the website. Each job generates a ticket and my job is to ensure the team member with the right skillset is allocated the right job so the customer has their IT problem solved as quickly as possible” said Henry.
With the volume of tickets the team receives daily, the role is also something of a juggling act. Henry commented “I have to be aware of the teams existing workload, the number of tickets outstanding, the skillset of each individual and how long the job may take to fix before allocating it to a team member, so communication plays a big part in the successful operation of our helpdesk”.
Henry is also responsible for the on-site engineers who look to solve the IT problems on site if the remote helpdesk engineers are unable to do so. “While we resolve 97% of problems remotely, there are times when we need to send an IT engineer on site and part of my role is to not only identify when to do this, but to also manage which engineers are available and when. We cover the whole of South Wales and commit to having someone on site within 4 hours when possible, so knowing who is in what area and when is key”.
As with many support services, you don’t always realise its value until something goes wrong and you need immediate help but with Henry and his team, the customers of Pisys.net are in safe hands.
To contact our team, call 03301 241 009 or email [email protected]
Click here for more information about On-Site Support http://ow.ly/gd6930eE5gV
Below is a recent Q&A with Henry:
Henry John Boyle
Position held at Pisys.net?
How long have you worked at Pisys.net?
What’s your background?
NVQ Level 3 in Carpentry/Joinery
Level 2 Diploma in ICT Professional Competence
Level 3 Diploma in ICT Professional Competence
What does your role include on a day to day basis?
Organising the day to day support tickets from clients.
Ensuring a high level of customer service is provided by our engineers.
Updating existing and creating new working methods to deliver our services to clients.
What are your hobbies outside of work?
Enjoy keeping fit whether it’s playing sport or going to the gym.
Nights out for food or drinks.
Tell us an interesting fact about yourself?
I just took part in Born Survivor 2016 in Manchester as part of a team of 20. We raised £2000 for our charity of choice in just 5 weeks.
If you had to describe yourself in 3 words, what would they be?
Outgoing, fun and determined.Back to all articles