Are we the best at service delivery?
I have worked at Complete I.T. collectively for 7 years now and have been lucky enough to experience a number of different roles and responsibilities all draped in service delivery. So with that in mind, of course I could comfortably sit here and tell you that the service we offer our clients is better than the rest – but then of course, anyone in I.T. Support can, right? I can prove it though, but first I have to share my story. So go and grab that cuppa Gladys promised you an hour ago and maybe a biscuit too (Spoil yourself), because here we go:
I didn’t originally set out for a career in I.T. support, like a lot of people in our industry, I enjoyed playing computer games and I had a natural interest in computers as a result. Before I.T. I worked in radio (the on-air name ‘Boy Wonder’ still haunts my slumber), but that’s another story all together. I began my career working as a first line support technician and genuinely loved helping people. I progressed from there and stayed with Complete I.T. before I left my position as a team leader for pastures new. I had learnt a great deal about service delivery from Complete I.T. but it was time to try something new. I then continued my career in I.T. working for numerous other smaller support companies (Three in total) believing that I could make a difference, but something never quite clicked the way it did at Complete I.T. Maybe it was because that was where it all began, but regardless, I always found myself comparing their technique and service delivery to my time at CIT and it never quite stacked up.
And so it was inevitable that I would find myself making a return to the homestead at CIT some years later. I was lucky enough to find out I would be starting a family and wanted a job I could be proud of. A brand I could represent and know that it was a brand with a future. A brand that our clients would rave about and tell their friends. I remember messaging my wife half way through my first day back at Complete I.T. with a text that simply read “I’m home” – I think that says it all really.
So how does this all tie in with service delivery? Well its simple as far as I am concerned. If you have a place of work that you wake up and look forward to going to. A place that you can be proud of. A place where you share success, make friends, laugh, work hard, have a career and CARE – then it’s a place that you will inevitably give 100% to delivering a better service for your clients – and that place is Complete I.T. – I should mention that when I started my job in I.T. as a young 20 something, I may have liked playing computer games, but in the grand scheme of things, I didn’t really know a lot about fixing I.T. issues past the basics of my home computer (“Did you try turning it off and on again?!”) – what I did have though is the ability to LISTEN to people. The ability to display empathy and more important than anything else – Communicate with people. We don’t hire engineers. We hire good listeners. Good communicators. We are at our core, a communications company who just happen to do I.T. support. I currently work at the High Wycombe office!
And that my friends, is why Complete I.T. is the best at service delivery.
By James Harris, Helpdesk Service Delivery Manager
Complete I.T. Blog
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