profi le | fi fteen
What is the greatest challenge faced by What type of fruit or vegetable would best
your service desk? describe your service culture and why?
Constantly evolving business needs which A carrot. What you see on top is only a tiny
we need to bring into support as quickly and bit of the story. When you eventually get to see
effectively as possible. us we’re very bright and colourful.
If you could choose any celebrity to work What one characteristic, present in
on your service desk, who would you choose a member your team, stands out in the
and why? crowd?
Rob Brydon. It’s a bit of an in joke with the Humour, in every member of the team.
team leads, but we’d like to hear him take a Even when the chips are down and we’re in
few calls and see what response we got from the middle of a major incident, someone will
our customers. crack a one liner and keep everyone smiling.
If money and resource were no issue,
what one thing would improve your service
in 2009?
Time. We know what needs to be done and
in what order to a great extent, but without
hours in the day we have to get through one
thing at a time.
What was the last thing you and your
service desk team did together outside of
work?
We went to a football match, Hull City
vs Sunderland. The company pays for a
department per home match to have a
KC Stadium, Hull
corporate day at the KC Stadium.
Comet at a glance...
Service Desk manager: Rob Gwatkin
Business type: Specialist Electrical Retailer
Business Turnover: £1.6bn
Location: UK wide with head offi ce in Rickmansworth and Service Desk
in Hull
Size of service desk team: 7 First Line and 7 Second Line
Days/Hours of operation: 7 days a week, 6am to 10pm
Multi-lingual: No
Number of customers supported: 10,000
Calls received per day: 250
Service Desk Software Supplier: Hornbill SupportWorks
Longest serving Service Desk team member: Jo Wilson, 28 years
Rob Brydon: Funny Guy
august.september | 2009 SupportWorld
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