We have recently launched a new ticket system for customer support with FreshDesk! This new system will allow for our customers to browse support articles with frequently asked technical questions.
Not only this, but any customer with a 3 year warranty will be able to create a ticket for quick support from our technical team including deploying, configuring, connecting or migrating your hardware. The ticket will be answered by a specialist of that specific hardware!
Meet the Technical Team
So you might be thinking - who will be running to my aid when I need technical support? Well, you’ll be in the very capable hands of either Dave, Bryn, Owain or Andy.
What products/ brands do you have the most knowledge about?
Dave: HPE and Dell are my specialist areas!
Bryn: Whilst my knowledge covers a broad range of products we sell and isn’t vendor or product specific, if I had to pick my strongest areas it would probably be HPE and Dell! I particularly thrive when working with HPE Servers and Storage (SAN or DAS).
Owain: Whilst I have a wide range of product knowledge and like to dabble in a bit of everything, I mainly work with Cisco and HPE servers.
How have you developed that knowledge?
Dave: I learnt quite a bit from Andy (our CEO), but I’m also self-taught and did a lot of my own research due to my general interest in IT and hardware! I took ADV GNVQ IT in the 90's - and now refreshing my knowledge by doing Cisco CCNA.
Bryn: Even though I took an IT A-level, I have learnt from asking as many questions as I can and through troubleshooting. Once I had heard out the proper procedure I could then get my hands on the hardware and carry out the proper actions. Saying that, every day can be very different in the technical world, so you always need to be flexible - and a great problem solver! I’m also working towards my CCNA Networking Qualification as there’s always more to learn. Not to mention, Andy has been a great mentor and provided help with professional and personal growth!
Owain: I have taken advantage of the training courses available at Intelligent Servers with CCNA as well as some internal training courses. However, I have always taken a keen interest in PCs and playing with them at home.
How long have you worked for Intelligent Servers?
Dave: About 5 years
Bryn: 2 and a half years
Owain: 3 years
What got you interested in IT?
Dave: I’ve always been interested in IT from a young age - I was in fact the one to get Andy into IT!
Bryn: I have always had an interest in IT throughout school, particularly the physical and the troubleshooting aspects. I built my first home storage server at 19 and have been hooked on Enterprise Hardware since!
Owain: I’ve always loved gaming and building my own PC at home since my teen years, and I have been playing with PCs and compute hardware ever since!
What sort of requests from customers have you had on our new FreshDesk system?
Dave: I mainly handle queries regarding Dell and HPE, but these can cover a wide range! We get a lot of set-up queries and requests for assistance when something doesn’t seem to be working as expected. I mainly handle troubleshooting. As all our products go through rigorous testing before they leave us, so we always have their tests to reflect back on to help with what might be the problem!
Bryn: These can range from customers just needing advice on what they need to go forward and get their solution back up and running, to customers wanting remote setup and guidance (e.g. OS installations Raid Configurations). Some customers may even need us remote into their server or solution and diagnose an issue and provide a solution for them. As long as it’s within their 3-year warranty, we can help them with anything they need!
Owain: Everything from latest firmware upgrades to help with configuring the servers they have bought from us.
How many tickets have you answered so far?
Dave: More than I can count!
Bryn: The FreshDesk system is still new to me so not too many! At this point in time I would say around 10.
Owain: So far I’ve answered about 20 tickets!