👋 Say hello to our Managed Services Team 🛠️💻 This is our amazing team that keep the wheels turning. They support, maintain and optimise our clients' tech environments. Aman Atwal – 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐃𝐞𝐬𝐤 𝐌𝐚𝐧𝐚𝐠𝐞𝐫 👨💻𝐖𝐡𝐚𝐭 𝐰𝐚𝐬 𝐲𝐨𝐮𝐫 𝐟𝐢𝐫𝐬𝐭 𝐫𝐨𝐥𝐞 𝐢𝐧 𝐈𝐓 𝐨𝐫 𝐦𝐚𝐧𝐚𝐠𝐞𝐝 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐚𝐧𝐝 𝐡𝐨𝐰 𝐝𝐢𝐝 𝐢𝐭 𝐬𝐡𝐚𝐩𝐞 𝐲𝐨𝐮𝐫 𝐜𝐚𝐫𝐞𝐞𝐫? My first role was as a 1st Line Support Analyst, where I was thrown into the deep end managing tickets and troubleshooting issues. It taught me the value of structured processes and the importance of empathy in support, all of which laid the foundation for how I now approach Managed Services with a service-first mindset. ⚙️𝐖𝐡𝐚𝐭’𝐬 𝐨𝐧𝐞 𝐭𝐨𝐨𝐥 𝐨𝐫 𝐩𝐫𝐨𝐜𝐞𝐬𝐬 𝐲𝐨𝐮 𝐫𝐞𝐥𝐲 𝐨𝐧 𝐦𝐨𝐬𝐭 𝐭𝐨 𝐤𝐞𝐞𝐩 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐫𝐮𝐧𝐧𝐢𝐧𝐠 𝐬𝐦𝐨𝐨𝐭𝐡𝐥𝐲? For me, it’s all about having a well-defined ticket triage and escalation process. When every request is prioritised correctly and flows through the right channels, it allows us to stay proactive and deliver a consistent client experience, even when things get hectic. 📖𝐖𝐡𝐚𝐭’𝐬 𝐲𝐨𝐮𝐫 𝐡𝐨𝐛𝐛𝐲 𝐨𝐫 𝐩𝐚𝐬𝐬𝐢𝐨𝐧 𝐨𝐮𝐭𝐬𝐢𝐝𝐞 𝐨𝐟 𝐰𝐨𝐫𝐤? I’m passionate about fitness, reading and personal development. I enjoy challenging myself in the gym, diving into books that expand my mindset and working on side projects that push me out of my comfort zone. It’s all part of a bigger goal to keep growing mentally, physically and professionally. John M. – 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐄𝐧𝐠𝐢𝐧𝐞𝐞𝐫 👨💻𝐖𝐡𝐚𝐭 𝐰𝐚𝐬 𝐲𝐨𝐮𝐫 𝐟𝐢𝐫𝐬𝐭 𝐫𝐨𝐥𝐞 𝐢𝐧 𝐈𝐓 𝐨𝐫 𝐦𝐚𝐧𝐚𝐠𝐞𝐝 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐚𝐧𝐝 𝐡𝐨𝐰 𝐝𝐢𝐝 𝐢𝐭 𝐬𝐡𝐚𝐩𝐞 𝐲𝐨𝐮𝐫 𝐜𝐚𝐫𝐞𝐞𝐫? It was a Software Development apprenticeship when I was fresh out of School. It gave me a foundational knowledge of programming and working in an IT department of a medium-large company. Unfortunately, this ended with the 2008 recession and led to me joining the military, where the real fun began. ⚙️𝐖𝐡𝐚𝐭’𝐬 𝐨𝐧𝐞 𝐭𝐨𝐨𝐥 𝐨𝐫 𝐩𝐫𝐨𝐜𝐞𝐬𝐬 𝐲𝐨𝐮 𝐫𝐞𝐥𝐲 𝐨𝐧 𝐦𝐨𝐬𝐭 𝐭𝐨 𝐤𝐞𝐞𝐩 𝐬𝐞𝐫𝐯𝐢𝐜𝐞𝐬 𝐫𝐮𝐧𝐧𝐢𝐧𝐠 𝐬𝐦𝐨𝐨𝐭𝐡𝐥𝐲? We use a tool called HaloPSA to manage our services. This is still in development, but it has so many features that we can use to manage our tickets and SLAs and communications with the clients. One important feature that we are keen to release soon is our Managed Services Portal, which will really boost the interactions our clients have with us. 🎸𝐖𝐡𝐚𝐭’𝐬 𝐲𝐨𝐮𝐫 𝐡𝐨𝐛𝐛𝐲 𝐨𝐫 𝐩𝐚𝐬𝐬𝐢𝐨𝐧 𝐨𝐮𝐭𝐬𝐢𝐝𝐞 𝐨𝐟 𝐰𝐨𝐫𝐤? I would say that my main passion is guitar, I have playing guitar for a very long time on and off. I don’t do gigs anymore but I just enjoy unwinding by playing. I have been playing more acoustic recently, but I want to get back into my electric. #GetToKnow #Team #ManagedSupport
