Ross joined Timewade in May 2020 as a Service Desk Analyst during the first Covid-19 lockdown.
And despite the challenges brought about by the pandemic, Ross Coram has made the most of his time since joining Timewade, achieving his first promotion to Service Desk Team Leader in 2021, and then again to Service Desk Manager in September 2022.
Looking back at when he first joined, Ross said: “Joining Timewade as a Service Desk Analyst provided a great opportunity to specialise in tech with a like-minded team and share skills, while also having great career prospects and opportunities for development.
“I’d heard of Timewade while I was working in a previous role, so they’d been on my radar for a while.
“Moving to a new company at such an unpredictable time might have been a risk for some people, but I saw the potential to develop at Timewade, and could sense that it is a great place to work.
“During the unpredictability of the pandemic, I thought that developing myself professionally and joining a strong growing company was more important than ever.”
What’s it like working at Timewade?
With the support of the Timewade team and using his experience of remote working from a field-based IT role, Ross soon settled in.
Ross explains: “No day is the same and I can work on anything and everything. Each day has different challenges but it’s always enjoyable finding answers and solutions for clients’ problems.
“It’s great to work in a team of IT specialists where we can learn and share our knowledge with each other to help ourselves develop.”
Promotion to Service Desk Team Leader
To support Timewade’s continued growth, in June 2021 the opportunity came up for Ross to progress to the role of Service Desk Team Leader.
“My promotion to Team Leader felt like a natural progression. The new role required many of the same skills as before. On the Service Desk it’s important to be a clear communicator, patient, a problem solver, and be able to use simple language for tech problems.
“As the Service Desk Team Leader I implemented changes and streamlined processes, guides, and documentation.
“Having the extra responsibility meant I could improve the customer experience even more.
“I also joined Jordan, our Operations Director, in the interviews for new Service Desk Analysts.”
Promotion to Service Desk Manager
Ross’s new role involves more people management and line manager responsibilities, ensuring our team members are always supported in their growth and development. He will also be mentoring our apprentices from Exeter College.
Ross said: “The main objectives of the Service Desk and Service Desk manager is to ensure that we provide first-class service to our clients, which we monitor through our NPS score, which has continued to increase in the two years since I joined the company.
“I will also be working to reduce our RHEM (reactive hours per endpoint per month), ensuring we resolve clients’ issues quickly and allow them to focus on what they do best.
“I’m really looking forward to taking on more direct management responsibilities, and being able to drive the development and progression of both the Service Desk and my team.”
Training and learning
“We’re always encouraged to keep learning and training at Timewade, and I can keep developing in my new role.
“I’m working towards up-to-date qualifications in industry-recognised tech. I’m on a course to become a Sophos certified engineer (a cyber security vendor), and working on specialist training in Datto (a disaster recovery solution vendor).
“It’s great to be part of a forward-thinking and progressive company with a clear strategy.”
What makes Timewade a great place to work?
“It’s not just the progression and learning opportunities that make Timewade a great place to work.
“As an SME, we have a really close-knit team and we can engage with everyone directly.
“There’s also a huge amount of personal reward. We can all see that what we do everyday genuinely helps the businesses that we work with.”
The future – what’s next?
“It’s an exciting time to be at Timewade as the company plans to move to new, more modern premises and continues to grow its client base.”
“As the company thrives, it’s great for me to grow my career with them. I’m excited to be part of Timewade’s journey as the business continues to grow, and build its reputation as the South West’s trusted IT and technology partner.”
If you’re interested in finding out more information about working at Timewade visit our careers page and keep up to date with the latest news by following us on Twitter and LinkedIn.
