In this interview, we speak to Stephen Borg, Managed Services Projects Team Leader at STL, about his role at the company, and about the range and scope of Managed Services which Smart Technologies offers its clients.
Hi Stephen, can you tell us something about your role at STL?
As team leader for Managed Services Projects, where I manage a team of five people, my supervisory function is mainly that of making sure that all client tickets are completed in a timely manner, and to give guidance and assist the team in meeting all its challenges.
Generally speaking, as a Managed Services team, our priorities are to provide a proactive and consistent service, while being ready to come up with plans of action in cases of emergency. The mainstay of our service is the monitoring and maintenance of our clients’ IT assets, and continuously upgrading these with the latest firmware and software updates, following procedures created in-house as a result of hands-on experience (we currently monitor over 200 servers and 1,500 workstations). Our role also encompasses the documentation of server infrastructures.
And what do you think are the personal qualities which help you most in making an impact in this role?
Foremost among these, particularly within the Managed Services perspective, is the skill of being good communicator, including the ability to explain technical issues to a client, in a way that they can understand their implications. One must also be good at problem-solving, quick to act under pressure, while remaining calm when facing critical issues.