Somerville’s managed services deliver clients a broad range of support across their IT environment.
This Q&A series focuses on Sonam Shetty, Assistant Engineer at Somerville and an individual at the forefront of Somerville’s Service Desk.
Sonam’s interest in the science behind IT has given her a deep understanding across programming, networking and data management infrastructure, making her a key asset at Somerville.
Q: Sonam, it’s a pleasure to be talking to you today. Can we start with a bit of insight into your professional experience and certifications?
A: With a bachelor’s degree in computer engineering, I started as an intern at the Royal Bank of Scotland and was later hired by RBS as a Technical Analyst. I moved to Australia to complete my masters in IT and during my studies worked for Telstra as a Cloud Technical Specialist.
I’ve always been interested and curious to learn the science behind IT. My degree covered a lot of information around programming, networking and database management, which has helped me bring key insight and knowledge to my current role at Somerville and the customers I work with.
Q: That’s great. How long have you been working at Somerville, and what does your role entail exactly?
A: I’ve been at Somerville for just over 2 years now. As the Systems Engineer, my main roles include the monitoring and management of all systems, windows servers, application software and various other tools. Alongside this, I am also working on several projects and strive to promote best practice across network security.
With so many different customers, my role doesn’t just require technical skills there is a lot of face-to-face interaction. Knowing how to prioritise certain issues a client may be facing is crucial to my role to ensure less-downtime for the end-user.
Q: What would you say is the core responsibility of the Service Desk Team at Somerville?
A: The core focus for Somerville’s Service Desk team is the customer’s overall satisfaction.
Our end-users come from diverse industries, so they don’t necessarily have a technical background – we bridge this gap and ensure they’re promptly assisted, no matter what the problem may be. No two days are the same, from restoring backup files to issues with printers, or remote troubleshooting, we help end-users with a broad range of IT-related issues. We ensure clients can deliver their services effectively and achieve operational efficiency across departments.
Q: What are some of the common requests/issues you deal with?
A: Every day is different – overall, we help customers to improve their productivity and deliver business outcomes. Some common requests we deal with surround troubleshooting, DNS, cloud technology and file restoration. We have a set of contacts for each client, which enable us to manage issues more effectively.
We categorise the urgency of an IT request/issue through 3 different levels –
Level 1: This is the first point of contact for a customer, their IT issue is prioritised, and a technician evaluates if the problem needs to be escalated.
Level 2: One of the members of the service desk will attempt to fix 95% of the IT issue before it’s escalated to a level 3.
Level 3: IT requests/problems that reach this level are handled by environment architects. These enquiries are always the biggest and most complex to solve.
Q: From a customer standpoint, what benefits do the service desk provide them?
The service desk enhances the customer’s operational efficiency and job satisfaction. Business owners that use our services aren’t expected to have tech knowledge, which provides them with peace of mind and allows them to focus on other business-led initiatives.
In recent years, we have seen a reduction in problem tickets and a rise in requests and desktop support. This comes as internal teams focus more on working on IT projects that support their business and using Somerville to do the day-to-day management of infrastructure and end user support.
When providing support, Somerville can log in remotely and view the IT issue a client is facing, which results in less downtime for the client and a faster resolution process. Having the capacity to be able to prioritise IT problems based on user impact is another advantage for clients and provides a more personalised experience for them.
Q: What is it about Somerville’s Service Desk that separates you from your competitors?
A: The Service Desk is a dream team made up of highly skilled and experienced individuals that specialise in IT-related services. With deep understanding across a range of systems and infrastructure, the Service Desk takes care of everyday requirements across a client’s IT environment.