UK Support Manager
Hawes Hill Court Drift Road, Windsor, SL4 4QQ
Initially employed by Logitech to field calls on the UK help-desk, I ended up managing it and being asked to move to Switzerland to manage one of the support streams.
The position involved handling dealer, distributor and end user problems and gave me skills in Network management, troubleshooting and customer service as well as a basic understanding of network topology.
I felt the help-desk had unrealised potential so I devised ways to improve it. Help-desk calls were handled at a rate of 120 calls per day, with a 90% hit rate; I spearheaded a team effort to produce a system that monitored and measured these statistics.
Within a short space of time I had proven my worth to the organisation by creating a support database, writing customer handling and RMA procedures and creating and running internal training sessions.
These steps increased efficiency and we were able to change the hours that the help-desk was available, organise our time, and offer extended services including, but not limited to, the sale of replacement parts, upgrades, a BBS and a FaxBack service.
With the promotion of manager and mentor to manage the whole European support team, the role of UK Support Manager became mine. I managed the UK support team until the technical support function of the whole business was centralised in Switzerland.
What I really learned her was how to apply a standard troubleshooting methodology to any problem whether technical, business or even personnel.