As a result of the company’s growth, Ryan Allen has been promoted to 2nd line engineer – dealing with more complex enquiries.
Ryan explained: “Previously our customer help desk had first line engineers and then escalations. To ensure the customers have their enquiries dealt with in a timely manner, Holker have promoted me to 2nd line engineer so I can deal with more complex enquiries before they are escalated. It means that they will get dealt with quicker.
“I have put a lot of hard work into the it and it’s nice to be recognised. It’s a great responsibility to take on and I will continue to enjoy helping customers, and my 1st line colleagues. The aim is to grow my department as the business continues to grow.
Ryan, who has been at Holker for three years, was hand-picked from the team for his experience, customer relationships and knowledge of systems and technical requirements.
When he’s not busy helping customers, Ryan is also studying for his Watchguard exam, to broaden his knowledge of firewalls.
He added: “There’s always something to get your teeth into here at Holker. I have been able to apply a lot of the knowledge I have learnt into real life scenarios. The training has enabled me to answer more of the complex questions asked by customers.