As we continue to grow as a team, we want to keep with the same friendly and proactive ethos Olly and Steve started off with in 2007. So we’re kicking off a series of ‘Meet the Team’ features: get to know us and find out what we do at Resolution IT.
First off is John-Paul Wakeford, our Service Desk Manager, whose primary role is to manage the day-to-day running of our busy Service Desk.
What does that involve?
Monitoring and assigning ticket queue priorities which will include escalating high priority tickets. Our all-inclusive fixed-price Platinum PLUS service gives our clients guaranteed response times and with our Service Desk open from 08.00am each working day we need to effectively prioritise jobs as they come in so our clients are happy with the service they receive. It’s also my responsibility to check that we continue to consistently offer high levels of customer service. I liaise with our clients to ensure that recurring issues are identified and mitigated as soon as possible, and am a point of escalation if required.
What’s your go-to piece of work technology?
Secure password management software is a game changer as it allows us to access clients’ devices in a secure manner when required. The latest versions incorporate MFA - multi-factor authentication – which every business should be using!
I also think Single Sign-On is brilliant. In looking after our client’s IT, it allows us to connect to additional support portals that we use, with MFA enabled, without us having to remember multiple account log in details and passwords. From the client’s perspective, they only ever need to remember one sign-in ID and password. A secure win-win for both of us.
And what’s your favourite outside of work go-to app?
What3words Every three-metre squared part of the world has been divided up into a random three letter code. It’s an incredibly easy way for people to give their exact location, whether it be the emergency services or a delivery driver. When you come and visit us at Resolution IT, you’ll park in our car park which is splints.mooing.arrive but when you step inside our offices it switches to stockroom.learn.whirlpools!
What do you like about working at Resolution IT?
It would have to be researching new technology and automation developments that are going to make a real difference to our clients’ lives. For us as a team, it means we’re always pushing forward and improving not only our own business processes but also those of our clients. We look for the right technology for the right client, so there is never a one-size-fits-all methodology adopted and then we test it ourselves before implementing it for our clients.
Got any technology predictions for us for 2021?
I think lockdown has hastened the move to the cloud so we’ll see more businesses making themselves more agile moving to this cost-effective and flexible solution. AI (Artificial Intelligence) will continue to grow and mature so we’ll definitely be seeing more and more exciting uses for it for businesses.