Remote Working Stories #2 | The one with the remote, remote support

Posted: 15th Apr 2020
When Covid-19 hit, it made not a jot of difference to the outstanding support Cesar and the rest of our service desk team provide our customers.

A little about me

Hi. I’m Cesar, and I work in the service desk team at Atlas Cloud. I’m a keen Magic the Gathering player and a Mixed Martial Artist. I’m Honduran by birth, but very much a proud Geordie, and I love helping get our customers set up and assisting them with any issues they may be facing.

My story is not so much a story, more of an account of my experience of working in an amazing remote support team that can work, well… remotely. Read on and you’ll understand what I’m getting at.

Remote support administered… remotely

I think the first thing that’s worth pointing out is that Atlas Cloud is – as you may have guessed by the name – predominantly a provider of cloud-based managed services. As such our service desk team are exactly that, desk-based, with the exception of setting up new kit at customer sites. Once customers are set up, support is administered remotely.

However, unlike many Managed Service Providers (MSPs), Atlas Cloud’s service desk team are not tied down to being in the office. This has benefits for myself as a service desk employee but also for our customers. We’re set up so that we can provide exactly the same support sitting in the comfort of our own home as we can when we’re in the office. Even our personal VOIP extensions are routed to our mobile phones for a seamless customer experience.

A picture of a desk with a laptop and spectacles
Laptop, mobile and glasses = fully functioning service desk

Ultimate continuity for customers

The main benefit to customers of our service desk being able to work from anywhere is that it means we’re always available. Whatever life or nature throws at us we’re able to connect and give customers the same level of service that they’re accustomed to and, without sounding like I’m blowing my own trumpet, that support is consistently NPS rated either ‘Excellent’ or ‘World Class’ on a month-by-month basis.

"Whatever life or nature throws at us we’re able to connect and give customers the same level of service that they’re accustomed to."

Cesar Botto - Atlas Cloud

So come biblical rain or global pandemics, our team not being able to make it to the office won’t make a jot of difference to the service our customers receive. This is an extremely important aspect of our customers’ business continuity plans. They need to be sure that the service they are paying for is supported at all times, and our setup is there to provide that assurance.

Committed to CPD

At Atlas Cloud we are actively encouraged and required to strive for Continuous Professional Development (CPD). As such, my service desk colleagues and I are always upskilling and working towards additional qualifications that will help us further improve the service we give to our customers. The great thing about being able to work remotely is that, come exam time, we’re able to remove ourselves from any potential distractions of the office to concentrate on our studies and nail exams at the first time of asking.

The moral of the story

Continuity of customer service is vital for any business to survive. By enabling remote working within your business you can address any concerns that you won’t be able to provide the support customers need in disaster scenarios. This has never rung more true than in the current situation the world finds itself in – tackling the Coronavirus outbreak. It’s a sad fact that many businesses will cease to trade because they’re unable to provide or support their services in these challenging times. However, depending on the industry of course, it doesn’t have to be this way. Atlas Cloud can put all of your essential services into the cloud, so that your employees can access their desktops, files, and applications (even on-premise apps) securely from anywhere, on any device, and at any time. And of course, my service desk colleagues and I will be there to support you every step of the way, no matter what the world climate.
Contact Atlas Cloud today if you want to increase the flexibility of your workforce while receiving the expert support that your critical IT services demand. Call us on 0191 250 5222 or click here to request a no-obligation quote.

About The Author

Cesar is easily our favourite Honduran service desk analyst. When he’s not spreading delight amongst our customer base you can find him choking someone out in an MMA cage, quite at odds with his unassuming nature.

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