Having spent the last six years working in this department, Debbie is a familiar face (or voice!) for many of our clients. She has amassed incredibly in-depth product knowledge since joining Cascade as a service desk consultant in 2008, and has built a strong rapport with our growing customer base.
Progressing to the role of senior service desk consultant in 2011, Debbie began tackling the more complex customer queries and over-arching task management of the team. As her knowledge and experience continued to progress, so too did the number of qualifications she achieved in this specialist field. Too numerous to mention in full, Debbie is ITIL V3 qualified – the most widely accepted approach to IT service management in the world – and is a certified service desk manager.
So, when the opportunity arose for Debbie to progress to the department’s most senior role, it was the natural next step in her career.
Looking back on her journey with Cascade to date, Debbie commented: “When I first joined the company, there were only five staff answering and resolving the calls that customers made to the service desk. We were not able to log on to clients’ desktops, so we worked hard to truly understand the scenario a client found themselves in, before guiding them through the steps they needed to take.
“Fast forward to 2014 and we have a proactive 14-strong team that receives ongoing praise for the quality of service provided. We are renowned for our friendly, responsive, ‘can do’ approach, which helps us stand out in a crowded HR and payroll software market.”
Having worked towards this role over the last 12 months, Debbie will now oversee the entire operations of the service desk department. Whilst supporting colleagues with their own workload and professional development, she will also sit on the project team for new product releases and have a presence in company-wide management meetings.
So, when it comes to her plans for the service desk moving forward, what does Debbie have in store?
“For the time being, it’s business as usual. Why change a system that already works fantastically?” she said. “I will of course continually review our processes and procedures to ensure we are working as efficiently as possible, and every member of the team will be offered the same opportunities that I had, to further their product knowledge and professional development. That way we’re best equipped to look after our customers and deliver a top class service, at the same time as providing ongoing learning opportunities for our members of staff.”
I’m sure you will enjoy us in congratulating Debbie on her promotion – here’s to her next six years with Cascade!