In line with its goal to provide better support for clients, Uniware has recently promoted Daryl Shuttlewood from Second Line Technical Support to Support Team Leader.
Joining Uniware in 2014, Daryl progressed from First Line Technical Support, Second Line Technical Support to his new role as Support Team Leader in 7 years, mainly in charge of helping clients with technical issues and making sure all hardware and assets are kept up to date using Uniware’s ITSM software. In his new role, Daryl will be aiding the rest of the Uniware Support team with complex technical issues they are unable to resolve, ensuring that SLAs are met and that clients are responded to daily by checking agents ques, setting priorities and maintaining a balanced workload among the team.
James Wilson, Customer Support Manager at Uniware, said: “Promoting Daryl to Support Team Leader is particularly meaningful for our new team structure, because it will allow me as the Customer Support Manager to work even more closely with our clients. It means we not only can help clients solve any issues at hand, but can also dig deeper into the issues that are causing clients the most trouble, and working with the relevant people to put a stop to these. Further more, such knowledge will allow me to provide further training for the Support team, maintaining and enhancing our high level of client service quality. Daryl’s knowledge about both our systems and our client needs is second to none, and I believe his promotion will contribute greatly to our stronger relationships with Uniware clients”.
Daryl Shuttlewood said: "I have always enjoyed working closely with our clients - Catering Managers, IT Managers and sometimes even company Directors to help resolve their technical issues. However, moving into this new role will allow me to support clients on a broader level yet more thoroughly, helping them meet their business objectives in a timely and cost-effective manner."
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