Our new Service Desk Analyst, Ilie, joins the team!

Following significant growth during 2020, we’re delighted to announce, Ilie has taken up the reigns of our newly created Service Desk Analyst role.

A technology support professional with qualifications in CompTIA A+, Network+ and Security+ Ilie is passionate about providing excellent customer service within the technology sector.

Having worked in an IT support role for the last two years, and a previous career within the hospitality sector, his professional manner, effective communication and attention to detail made him the perfect choice for the human conduit between our team and our clients.

As JE3’s Service Desk Analyst, Ilie will utilise a combination of his IT and Customer Service skills to provide and enhance our Service Desk offering. His role will be to deal with all support calls and service desk tickets promptly, he’ll be delving a little more into the issue(s) our clients are experiencing by asking the right questions and then aiming to resolve their issues in real time, and if a more senior level of support is necessary, he will escalate to the most appropriate member of the team. Ilie will also gain feedback from our clients on a regular basis, making sure their current support packages are the right fit and the level of service continues to meet their needs.

Throughout the user support process, Ilie will maintain detailed records of our client’s issues with their software and hardware, he will keep a log of the best solutions, maintain detailed records and make recommendations to clients to prevent future problems.

He has the biggest of smiles, a relaxed persona and we’re very much looking forward to working with him. Welcome on board Ilie!