We believe that our people truly set us apart. It is their positive attitudes and commitment to upholding our values that ensures both our colleagues and clients have the best possible experience throughout their time with us.
In this series, we’ll be shining a light on some of our fantastic colleagues and giving you a sneak preview of their day-to-day responsibilities. To kick us off we sat down with Andrew Sebastian our First Response Team Lead. Andrew’s team are the initial point of contact for client IT support. His team are responsible for delivering fast resolutions and managing the support escalation process.
First and foremost, Andrew what gets you out of bed in the morning?
The excitement of what the day has to offer. Every day at Conosco is different – there is no monotony and it is never mundane. I’m so lucky to work with such a great bunch of people. No matter how much pressure we are under, we pull together to support the client and ensure they are happy.
How do you like to start a working day?
With a big cup of tea!
What piece of advice would you give to your younger self?
Stay true to yourself and don’t let society shape you – be the person you want to be.
How do you like to spend your weekends?
Watching movies, playing my guitar and spending time with my wife and family.
What is your all-time favourite movie? – You only get one choice
Stand by me
If you could have any job what would it be and why?
Formula 1 test driver, simply because I will be able to drive all the latest cars…very fast!
What three words would your friends use to describe you?
Funny, Honest, Reliable
If you could only have three apps on your smartphone, which would you pick?
None 😊, I would put my phone away.
What does a typical day in the life of a Conosco First Response Team Lead look like?
A typical day for me starts with looking at the stats and understanding how we are performing. I then sit down with my team and work out what actions need to be taken. A lot of my day is spent managing the queue and making sure cases are assigned, prioritised and actioned appropriately by the right people. I also check in with clients to make sure things are running smoothly.
What is your proudest moment at Conosco so far?
Becoming a Team Leader and watching my team grow and succeed. It has been great helping them to develop their skills and reach their goals. The positive feedback they receive from our clients and from others in Conosco makes me so proud.
How do you ensure outstanding client service?
We strive to ensure service excellence by getting to know our clients and building stong-relationships, something that is often reflected in the positive feedback we receive. We truly put our clients at the centre of our world and build partnerships based on transparency, honesty and trust.
What’s one professional skill you are currently working on?
Becoming a better manager and improving my management skills. Professional and personal development is so important. We should never become complacent. Working in IT means we must evolve with the technology and with the times.
Finally, why do you enjoy working at Conosco?
What I love most about Conosco is the ethos, culture and people. Everyone is so supportive and encouraging, you truly feel like you are part of something bigger.
When I transitioned from being an engineer to a Team Leader I was given all the support and guidance I needed. No one is selfish with knowledge – it’s all about sharing, teamwork and helping each other to reach our goals.
If I were to describe Conosco in three words it would be supportive, caring and fun.