icomply have grown tremendously in the last 18 months and in an attempt to improve the way we handle customer support queries we have decided to strengthen our team by appointing a dedicated Application Support Analyst to set up and run a Customer Support Helpdesk. His name is Gary Cunliffe.

Here we catch up with Gary  to learn more about his background, and his new role at icomply.

 What’s your background Gary?

I have been working in IT since the mid 1970’s both as a Developer and Support Engineer – so I have a good understanding of support from both the software developer and customer points of view.  In the past I worked for an engineering company developing software for structural analysis – and then for a logistic company developing software which helped manage their delivery schedules.

I have also worked as IT contractor. This is a challenging environment where you have to think fast and adapt quickly to each new corporate culture. Over the years I have worked on many helpdesk and IT support contracts. So my role at icomply is a good fit with my skillset and past experience.

 

Why have icomply set up a dedicated V-TAS Pro Helpdesk?

icomply are a customer focused IT company and want to offer excellent customer support when it is required.  Previously support has been offered on a slightly more “ad-hoc” basis via technical or Sales team.

Whatever issues our customer experience – for example identifying further developments,  problem solving, reporting a bug or where the customer needs help navigating around the V-TAS Pro CCTV Management software – we believe that having a dedicated customer support function will deliver better results, faster.

Moving the customer support into a dedicated team means the customer has consistency and reassurance that their issue will be dealt with efficiently and quickly.

 

What’s a typical day?

Once I’m in the office my whole day is dedicated to prioristing calls and emails from clients.

Once a call comes in I enter log it into our helpdesk software. I then identify how to resolve the query. Part of my role is to build up a knowledge base which we can then feed back into our website customer support area as an FAQ (frequently asked question).

Other issues need referring to the Developers for follow up.  I ensure that if they have been referred on, that the query is resolved for the client I also follow up any outstanding ones and get back to the customers.

We get the usual frequently asked questions on a daily basis. But there might be a question about functionality or ‘How do I…..’ that I need to get some information from the technical team to resolve. Whatever the issue is, I can identify it quickly and keep track of progress.

What’s the new process if a customer has a query?

Well we’d like our customers to come to me in the first instance so that I can determine the quickest route to resolve the issue – rather than for example try and speak with one of the Dev team directly on a mobile (which can be a bit hit and miss).

Best thing to do is call the main office number 0113 231 1100 and choose option 1. You can also  email me  using Gary@i-comply.co.uk as a first point of call