Channel Islands IT firm Logicalis has appointed a new Service Delivery Manager to develop procedures and enhance customer experience.
Roy Travert joined Logicalis through the Logicalis Apprenticeship Scheme, a programme which helped him transfer skills gained during a 30-year career – looking after customers and their cars – into IT services.
He said: “I’d always been interested in IT but wasn’t sure how to make the move. Although I started my mechanical apprenticeship at 15 years old in a family-run business, I’d been working as a Honda Technician for over 20 years, with the role getting more technical since we started using IT-based diagnostics on the cars, and I was keen to develop this knowledge. A friend spotted an advert for the Logicalis Apprenticeship Scheme and I applied.”
As part of the programme, the Security Operations Team assessed Roy’s skills, and his vast experience in customer services, and offered him this role. As Service Delivery Manger, Roy is responsible for communicating with customers, ensuring they’re informed about the status of their projects, and relaying updates to the security team so they can ensure the project meets customer expectations.
Roy is also writing a new customer services procedures plan, so anyone coming into customer services understands the correct procedure for different types of customer queries at the Security Operations Centre.
He said: “I’ve been fortunate to always do jobs I love, and this is no exception. The work is incredibly varied. We could be dealing with anything from encrypting hard drives or applying anti-virus solutions, to liaising with someone over a data breach. Every day is like a school day. I’m building up my qualifications in IT and am really enjoying the challenge.”
Logicalis is one of the Channel Islands’ largest providers of managed IT services and security solutions, offering clients a comprehensive service managing, maintaining, and monitoring IT systems, data, and security.
Paul Johnson, Security Operations Manager, Logicalis, said: “Customer service is an important part of our work at the SOC. Some people may think it’s all about technical solutions, but every problem has as much to do with people, and how they use services and products, as the tech itself.”
“Roy shows how it’s never too late to change careers. Logicalis welcomes people at many different career stages, from a wide variety of industries. Our apprenticeships give people who have never worked in IT the opportunity to learn the necessary skills and take on new roles in security management.”
