Can you start by telling us a bit more about yourself?
My name is David Casey and my role is Application Specialist. I’ve been working at Orca for almost 13 years!
Could you explain a little bit of what your role includes on a day-to-day basis?
I originally started as part of our support team and from there developed naturally into applications, which is something I’ve always done throughout my career.
As Application Specialist, my role is to help implement and configure new apps for our clients. I also support the ongoing maintenance and internal escalation of application-related queries, ensuring optimal functionality and user satisfaction for our clients.
The role can be quite varied, which is something I really enjoy.
How do you contribute to achieving our values of delivering a fast, high-quality service to our clients?
Application queries are inevitable, they’re always going to come up. Regardless of how much time we spend planning and making assurances that applications will work as smoothly as possible, there are always going to come times when we receive queries from our clients.
My role is to assess each query and provide solutions for their problems. This is something again which can be quite varied with every situation being different. There will be times when we have to provide workarounds, conduct user training, or discuss solutions with external vendors.
The key to ensuring this is done successfully is communicating with our clients promptly, ensuring we’re able to keep them working efficiently, whilst also having a clear understanding of our progress with their query. These are factors that ensure we’re able to deliver high-quality solutions and services for our clients.
What do you think we do differently that helps us stand out as an industry-leading managed service provider?
I think one that makes us stand out from other MSP’s is our outstanding response times. This is feedback that we often receive directly from them. You can call us and within minutes be having your issue looked into by one of our engineers.
Not only this, but our resolution times are also industry-leading. We have a huge amount of documentation which allows our engineers to quickly pick up and issue and provide a solution in a timely manner.
What do you enjoy most about working at Orca as a whole?
I’ve previously worked for in-house IT departments, and I’ve found that working in this environment can feel a bit static. This differs from working at Orca, where the work is varied. We’re always looking to move forward and provide the best possible support, and through doing this we’re always pushing to better ourselves and provide the best possible results for our clients. I enjoy the fast-paced and varied element of this.
Complete this sentence: “When I’m not working, you can usually find me…”
Watching movies, playing video games, spending time with my family and at the moment DIY around the house!