As the new Head of Technical, Callum will be bringing his years of experience to our Remote Support Team.
Who is Callum?
Some of you may already know Callum. He’s been working as an engineer with us for almost 5 years, attending clients’ sites and project managing anything from Office 365 implementations to server migrations.
As a company, Carden IT Services has grown massively in the last few years, taking on dozens of new clients and several new team members. This has made effective communication between our onsite and remote support teams more important than ever. We are always looking for ways to share each team member’s expertise with their colleagues so that all of us have the skills we need to help reach our goals.
What is his new role?
Since starting with Carden in 2015, Callum has seen the various ways our products and services have been used by businesses of all sizes and is keen to share that real-world knowledge with the rest of the team. From today, Callum is in a new role as Head of Technical. In this role he’ll be bringing his years of onsite experience to our Remote Support Team. Callum is passionate about delivering the best service to our clients and helping each team member to achieve their own personal development goals.
His new role involves heading up our help desk. He’ll be keeping on top of the incoming service requests and matching each one to an engineer with the skills to fix it while also helping our newer members of staff get to grips with how we manage our clients’ IT.
How will this affect our clients?
Callum knows how important a quick resolution is to our clients, so he’s already planning some big changes to how we manage our helpdesk. These include; spearheading an initiative to reduce our SLAs from 4 hours maximum to 2 hours and ensuring that as many calls as possible are answered within 3 rings.
So, you might not be seeing his face around as much, but you’ll definitely be benefitting from the initiatives he’s putting in place.