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Guest Blog: Meet Jordan and Isaac from our Global Support Desk

By Amisha Shah | Tuesday, December 17th, 2019
At Eze Castle Integration, we pride ourselves in providing best in class IT solutions and services to our clients globally. This is often facilitated through our global support help desk which operates 24 hours a day, 365 days a year, so that our clients can rest assured knowing that they can rely on us to trouble shoot any issues – big or small - at any time. 

Based in our London office, Jordan Charlesworth and Isaac Williams are a part of Eze Castle Integration’s Global Support Team, with team members across offices spanning across the United Kingdom, United States and Asia. We recently sat down with them to hear more about their role as Global Support Analysts at Eze Castle Integration and how they work to resolve issues and deliver solutions to clients worldwide. 

What’s a typical day in the Global Support Team at Eze Castle Integration?  

Working as part of a global support team, we provide remote support to clients worldwide. Being based in the London office means that we start each day working with primarily Asia and Europe based clients. As the day progresses, the help desk begins to receive more calls and support tickets from the US East Coast region and eventually the West Coast. A typical day for us entails working through tickets to provide clients support with technical problems, from start to finish. Our aim is to help clients with the right solution as soon as possible, ensuring minimal downtime - we know how unproductive this can be!

What type of support tickets do you get coming in? 

Pretty much anything related to IT. We encounter everything ranging from staff technical training to server work. Some of the more common issues include working with account access requests, e.g. account lockouts, password resets and access to emails. Third party application assistance is also quite popular, with the likes of Bloomberg and other trading applications used by our investment management client base. 

How many support tickets do you work on in a day?

Our focus is providing prompt, quality and professional support to client support tickets. Whilst we understand downtime is not an option for our clients, our aim is to always ensure we find the right long term solution for every problem. In the Global Support Team we are all champions of a quality over quantity approach.  

How does the Global Support Team work together to help clients around the clock?

We have an excellent handover procedure and very proactive team to ensure nothing slips between the shift pattern. In London, we arrive in the office at 8:00 a.m., first on our agenda is to catchup with the team in Hong Kong and the overnight team in New York. Towards the end of the day we do the same with team members taking over based in the US and Asia.   

What is the motto of the Global Support Helpdesk?

One team, one dream! For a global team with members in different continents and time zones, we are always synced and operate seamlessly so our clients do not have to waste time repeating themselves. As a team, we owe our successes to regular catchups and updating the system with detailed case notes. 

We hope you found today’s article interesting. Hear what our clients have to say about the standard of Eze Castle Integration's service in the video below. 
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