Departments in the Spotlight - 2nd Line - Tom Mullins

Can you start by telling us a bit about yourself?

My name is Tom, I’ve worked at Orca for two and a half years, and my job title is Senior Service Desk Analyst, working within the 2nd Line team.

A fun fact about myself is that I like playing retro video games.

Could you explain a little bit of what your department does on a day-to-day?

I tend to take tickets and escalations from within the 2nd line team. On a day-to-day basis, this involves supporting our clients in a number of ways. This could be break-fix support, setting up something for them from scratch, installs, device setups, networking equipment, or anything else that comes in.

The way this works is that we’ll gather the information from 1st Line, and liaise with them if we need to. We’ll then either solve the client problem ourselves or pass these onto 3rd Line, depending on the situation. Overall, the end goal of our department is to deal with client issues as quickly as we can and combat these problems with long-term solutions.

What do you find most rewarding about your role?

Knowing that you’re genuinely helping the client is a hugely motivating factor. Whether this be when you fix an issue for them, or come up with alternative ways of working that better suit them, I find it all very motivating to know that we’ve helped. The feedback that comes with this from our clients is also very motivating.

I also really enjoy working with the team, our personalities are similar. This contributes to enjoying our roles even more and allows us to help the client in the most efficient way.

How does 2nd line contribute to achieving our values of delivering a fast, high-quality service to our clients?

Our main objective is to make sure we provide high-quality, long-term solutions for our clients as quickly as possible. Any IT provider will claim to look to fix an issue as quickly as possible, but we look to go beyond this. We’ll ensure our solutions are long-term by checking back in with the client, ensuring that what we’ve done is working for them and checking in on any concerns that they may have.

Another way that we make sure that we’re able to provide a quality service is by documenting the processes we’ve followed to fix issues. This means that should any member of the team pick up anything similar, they’ll be able to provide a high-quality service to the client by providing a quick resolution, all resulting in them getting a better experience.

What do you think we do differently that helps us stand out as an industry-leading managed service provider?

I think it’s our personal, friendly approach. It doesn’t feel like a normal service desk, where they just see you as a number, wanting to know your account number, your problem and that is all. We’re genuinely interested in our clients, which makes the whole process feel less robotic both for us and for them. This can make the working relationship easier for everyone, again leading to the end result of a better service.

What do you enjoy most about working at Orca as a whole?

As part of working on 2nd Line, a big part of the role is problem-solving, and this is the aspect of my role I enjoy the most. I also enjoy assisting my team when they’ve got issues, thinking through problems with them and find it very rewarding to be able to help them where possible.

This is an aspect that stretches across the whole organisation, the feeling that everyone gets on together well makes it easy to be able to work efficiently. Anyone is able to raise their hand should they have an issue, and someone will have the solution.

Complete this sentence: “When I’m not working, you can usually find me…”

Playing video games. In particular, Mario Kart 8 is one of my favourites.

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