Next in our Meet the Team series, we catch up with Aiden Hall, our Help Desk Manager at Crest IT.
- How long have you worked at Crest IT? I joined Crest IT last year after spending over 9 years in the IT industry, half of which was in similar help desk manager roles. This experience of managing IT systems has meant that I have been able to successfully handle challenging situations, and implement process improvements and has helped with the development of my customer service and communication skills.
- What does a typical day look like? As Help Desk Manager at Crest IT, a typical day involves working with the team to handle customer queries and oversee the team’s performance to support them to ensure that we collectively provide the best possible service.
- Over the last 12 months, have you seen any trends / or challenges that businesses are facing around their IT systems? Yes, we have seen an increase in IT systems being infected due to spam and phishing emails. Despite many customers being more aware of the dangers, the standard of these fake emails has improved considerably making it easy for people to be caught out. We work with our customers to resolve the immediate technical issues which may have arisen because of the virus attack and advise them on improving their IT security processes. In these situations, we can offer user training and conduct a programme of spam request testing for our customers via our trusted training partner.
- Can you give us one example of how Crest IT has helped a customer in the last 12 months? A customer was facing major challenges with their business software system and the vendor of their bespoke solution had quoted them an expensive upgrade with a longer lead time. The customer turned to us for assistance, and by collaborating closely with them and the vendor, we were able to devise a process that provided them with faster and ongoing support.
- Outside of the office, how do you like to spend your time? Taking my 3 dogs out for regular walks takes up a lot of time, though I also enjoy watching UFC and occasionally the boxing, as well as playing PC games (as I’m sure you’d expect for someone in this job) with my current favourite game being Hearthstone!
Meet the rest of our team here, and if you would like to discuss your IT needs, contact Aiden Hall.