Mark Dickinson, Head of Group Problem Management at Agilisys speaks to us about being an ‘Inspirational Leader of the Year‘ finalist and the key to his success.
What made you decide to enter the awards?
This is our second year as an organisation attending the prestigious awards with SDI and as such I see the awards as an excellent opportunity to celebrate the work we have completed throughout 2017 and within IT services as a whole. Just being a finalist, I believe will spur on others within Agilisys to celebrate their successes.
What part of the awards process did you enjoy the most?
The best part of the process for me was first hearing that my team had put me forward for the category, then having the opportunity to present my submission and work to the judges.
Why did you choose IT Support as a career?
All the way through my childhood I have always had an interest in IT, I feel that for me this was the key, anyone who has a passion succeeds greatly in their chosen profession. When I started out my IT career I not only enjoyed providing a great service for our customers but also learning the technical front and second line work.
In the last 18 months, what has been the most successful initiative you have implemented to help your business improve its performance?
Over the last 12 months I have been focusing on service improvement, initially creating a CSIP allowing all individuals within the Agilisys Shared Service Center to participate.
This yielded over 40 actions, the biggest success was the project I ran with key stakeholders to implement:
1. Online knowledgebase
2. Online Known Error Database
3. All Key processes centralised
The above 3 initiatives are also associated with our new interactive BOT and has seen a good take-up within the organisation, helping reduce unnecessary cost avoidance.
What one thing do you think really makes you stand out as a support professional?
My drive to always make a positive difference, whilst having the ability to notice natural skills within colleagues that I can help and nurture.
What does it mean to you to be a finalist in the ‘Inspirational Leader of the Year’ category?
Being a finalist in the ‘Inspirational Leader of the Year’ category means the world to me, it shows that as an oragnisation we are moving in the right direction. I also wouldn’t be in this position without the support I have been shown from my team and senior management.
What advice would you give to anyone entering the awards next year?
I think the awards is an extremely worthwhile and rewarding experience and would recommend it anyway, as it enables you to showcase to the IT industry yours and your organisations talent, which in itself inspires all involved.
The 2019 IT Service & Support Awards will take place on Tuesday 26 March at the Birmingham Hilton Metropole. Entries are now open – start working on your submission today for your chance to be recognised as one of the shining stars of the IT support industry.