Alongside the rollout of a new cloud-based customer service management tool, Microlise has also increased the size of its customer service team with the addition of ITIL aligned problem management, tier 3 support and change management.
The problem management team’s objective is to identify and address the root cause of incidents to mitigate future problems, Tier 3 provide an extra level of technical knowledge and change management protect the business from unauthorised alterations which could impact customers.
We caught up with Lewis Green, a key member of our problem management team to find out a little about the work he carries out.
How long have you worked at Microlise?
I have just celebrated my 1 year anniversary.
What’s your job title?
Which team do you work in?
Have you worked in customer service for a long time?
I have worked in customer service since I started my career in IT 10 years ago.
What does your job entail?
Establishing the root cause of incidents and then ensuring they do not occur again. Where the root cause cannot be found or addressed we ensure the risk of incident re-occurrence is minimised by implementing mitigating actions.
What do you enjoy most about the work you do?
Working with customers and giving reassurances that Microlise is committed to preventing incidents and ensuring service stability and continuity.
Which projects are you working on at the moment?
I have recently become a Service Now administrator, so I am working on bringing in this new support management tool for the business. The deployment of Service Now is part of a significant investment in Microlise’s service management function and has now replaced the existing incident logging tool with fully ITIL aligned service management.
Do you have any hobbies?
I am a big football fan and follow my beloved (when they win) Sheffield Wednesday home and away. I also enjoy wasting days on end watching TV box sets and films.