Hayley Keenan

Hayley Keenan – Helpdesk manager

Prior to joining Bakkavor in 2003 I worked for the Herefordshire Council as an Administrator and the NHS as a Patient Administration Clerk.

I was attracted to Bakkavor as I thought it would offer opportunities for personal growth. Before joining Bakkavor, my career was mainly focused in customer service roles. As I have always had an interest in I.T it was a great opportunity to combine both interests. I started as a Helpdesk Analyst based at Spalding where Bakkavor’s central IS function is based.  Two years later I was promoted to Helpdesk Team Leader and more recently my position changed to Helpdesk Manager.

The main things I enjoy about the role is supporting the Helpdesk team with customer queries and ensuring that problems are resolved within agreed Service Level Agreements (SLA); providing our customers with the best possible service that the Helpdesk can provide; ensuring that the team are focused on meeting and exceeding the customer’s expectations and analysing call statistics to improve the team’s efficiency.

One of the most rewarding aspects of my role has been recruiting a new inexperienced team who have now matured into a technically skilled Helpdesk. By taking the time to recruit the right staff it was been great to see them develop into skilled analysts.  I also find it rewarding when we receive positive feed back from customers who value the service we provide and being able to implement changes to improve the service we offer to our customers.

As a Team Leader you definitely need a passion for customer service, to be organised, be able to prioritise and work well in a pressured environment.