Welcome to the home of clever connectivity. We speak to Dan and Joe from the Service Desk team. We go behind the scenes to see what a typical day looks like in the service desk team and how they keep our customers online. They share their experiences at Evolving Networks and thoughts on technology.
Service Desk Manager
2 years and 4 months
My job involves the day to day running of the service desk team. This is something that can vary hugely every day, from process improvement to ticket management and everything in-between!
I’ll often be getting involved with first line tickets, whether that’s helping a member of the team solve a problem or being directly on the phone with our end users offering support to keep them online.
Another one of my big focuses is maintaining and improving the operating processes followed by the service desk team in the face of changes to both our internal systems, as well as the UK’s broadband network. This is key in making sure the processes we use every day are the best they can be to keep end users online, as well as resolving any issues as quickly as possible.
Ensuring members of the service desk team have a voice within the organisation, get the support they need, and any issues being faced get resolved is another big aspect of my role. A happy team is always best for delivering great customer service!
Knowing that what we do day-to-day is crucial to so many organisations, solving a problem that is affecting one of our end users, or preventing potential downtime with the resiliency that is so key to our network always makes me feel a big buzz.
I’m proud to have followed in my dad’s footsteps with a career in tech, although I’m not sure web design will ever be for me!
Outside of work, I love playing and watching lots of different sports including golf and rowing which takes up most of my free time. Although my golf skills leave something to be desired, it’s great to get out before or after work and take the time to clear my head. I find it tends to be the place I figure out how to solve an issue I spent all day in the office thinking about.
Service Desk Engineer
2 and a half years
Unlike most Service Desks, my day to day job role at Evolving Networks is incredibly varied and flexible. Apart from managing service desk tickets that are raised by customers, we pro-actively monitor customer connections to raise tickets before customer affecting issues arise.
We assist the senior engineers with requests to both increase our knowledge and free up resource for more complex issues.
We regularly configure new devices with our customer Linux Based software ‘Nexus’, and perform extensive testing on them, before shipping to the customer – then provide over the phone/email support to install the equipment using detailed networking diagrams we have created.
I personally have started to branch out into LAN management, diagnosing and fixing any internal office issues that arise e.g. laptop crashes, printers not responding and implementing policies.
It’s not always about turning it off and on again, but don’t knock it until you’ve tried it!
I’ve always had an interest in technology, usually being the go to for family members to fix the toaster or similar, but I struggled to get a foot in the door when leaving school. I started in Administration and stayed within the Charity and Public sectors for nearly 15 years before attending an interview at Evolving Networks and being offered the job the same day.
That 15 years ended up being more technology based than Administration, regularly fixing office issues, to the point where my first employer cancelled their £8k a year IT contract and replaced it with me.
I have dabbled in website design a few times over the years, creating websites for local charities. As a tech hobbyist, I enjoy working on solving problems both at work and at home but would love more time to experiment with my own network in my house!
I’m a big Peterborough United (The Posh) supporter, so as a season ticket holder, I’m away at games most weekends.
Most of my spare time these days is spent renovating my first house, which 6 years on, is nearly complete.
As mentioned, I have an interest in playing around with technology, especially repairing old broken games consoles/devices, but struggle to find the time to engage in this these days, with a wedding and our first child both on the horizon!
So time will soon be at a premium!
We are pleased to announce our new partnership with Abstract Group. The Abstract Group is a Digital Transformation business delivering a uniquely integrated service across the technology landscape. Their integrated capabilities across Transform, Tech and Talent, enable them to provide a full technology service offering to resolve technological challenges, increase efficiency, and accelerate business growth.
We proudly mark three years of our partnership with Forfusion. Together, we’re transforming business connectivity and consistently delivering innovative solutions that exceed customer expectations. Discover how we worked together to design and implement a self healing SD-WAN network, transforming Newcastle's Building Society's capabilities.
It’s National Work Life Week. It’s run by Working Families, the UK’s national charity for working parents and carers and we are proud to be a part of it. This year’s theme is all about discovering what flexible working means to people from all walks of life and in all sorts of job roles. At Evolving Networks, we support and encourage flexible working. We talk to some of our valuable colleagues to highlight that flexible working is possible no matter what the role involves.
Over the last month we have celebrated 16 years of innovation, and we are now pleased to launch our new Service Status and Issue Tracking platforms. We speak to Nic Elliott, the CTO at Evolving Networks. Nic has been our technical lead from day one. Nic designed and built the first versions of our network hypervisor software - the Intelligent Network Fabric (INF) and our monitoring and management platform eView Live. Nic takes us through our new Service Status and Issue Tracking platforms and how it will support our customers and partners.
