Every day is a busy day for me. As the Service Desk Team Leader, I need to keep a constant eye on the service desk to ensure tickets are being dealt with correctly and in a timely fashion. As well as this I may find myself training new staff, reviewing calls for quality and accuracy and writing new procedures for my team to follow. No two days are ever the same!

The best thing about my job is helping this team to succeed. I offer guidance and advice whenever I can and seeing people develop their communication skills, technical abilities and teamwork is a real reward for me.

Building a good relationship with our clients is essential We need to be able to understand their specific requirements and they need to trust us with access to their systems and data. Gaining the trust of our clients allows them to be confident that no matter what the issue or query, we will respond in a timely fashion with the right solution or advice.

Our leaders are always present and accessible for the whole team, allowing for great teamwork and communication. Also, everyone is so positive and productive no matter whether they are talking to other team members or clients and that really shines through.

Hollie joined us for a weeks work experience whilst still at school and from there she joined us full time working her way through the ranks to Service Desk Team Leader. Hollie is everything you want in a team leader – she works with her team to improve them, gives guidance and insight when needed and creates an enjoyable working atmosphere all the while maintaining the highest levels of customer service. It’s been a pleasure to watch Hollie develop over the years and I hope her career with Orbits IT is long and successful.