Hello. My name is Simon Hartshorn and I’m the new Head of Service Delivery here at Quiss. I’m not just new, but the first to hold this position, created through the continuing expansion of our helpdesk team.
Calling on my 20 years’ experience in the telecommunications and IT sectors, I’m adding a little more structure to our growing helpdesk operation with a look at how we answer support calls the top of my ‘to do’ list.
The first-line helpdesk team have a good first-fix rate and the approach to escalation is really good, with just a single call guaranteeing results – my role is about making the incremental changes we need to turn our service from good into great.
There’s no doubting our success in selling our managed services solutions, but I’ve already discovered this is not a business to rest on its laurels, which ensures improving our service delivery is key to our ongoing success.
My formative years were spent in the British Army, as a Senior Technical Supply Specialist for the Royal Corps of Signals, which introduced me to the concept of efficient delivery of technology through disciplined processes – a perfect foundation for my work here at Quiss.
I’m ITIL and Prince 2 Practitioner qualified and have worked at all levels of service delivery including, Incident Management, Problem Management and Transition Management before I made the move into management.
My experience gives me an excellent all round view of ITIL, which ensures we continue to align our own IT services with the needs of our growing business.
It also means I understand the drivers behind the changes our clients are looking to make to their IT systems and infrastructure to improve efficiency and productivity.
I believe Quiss recognise my ability to manage contracts, transitions and projects, ensuring consistency throughout every aspect of the service, working with organisations of all sizes, in all business sectors.
Something of a cliché I know but I really am a geek and proud of it!
When I get a little free time, I enjoy gaming or reading a good sci-fi novel and I’m also a long-suffering Bolton Wanderers fan.
I’m also a big festival fan and try to get to Glastonbury every year, if I manage to navigate successfully through the nightmare of the ticket purchase!
Simon Hartshorn, Head of Service Delivery, Quiss Technology plc