Tom Dodd Email & Phone Number

I was offered the role of Service Delivery Manager after progressing through IT analyst and IT Technician roles within Datcom. My communication and organisational skills along with being able to manage a team effectively allowed me to move into this role confidently.Day to day i ensure Datcom’s clients receive a consistent service which is of a high quality. I motivate 1st and 2nd line team members to help them reach thier maximum ability which ensures the client is getting the best service possible. I am also first point of call for security breach procedures and oversee any work required by the team.I manage engineer ticket queues and ensure their work is prioritised according to current client needs. I also make sure all engineers work towards SLAs as a priority. I schedule engineer site visits and know who in my team is best situated to a specific task. The role requires me to be pro-active and very organised.I carry out one to ones and appraisals with my team to ensure they are working as effectively as possible. I ensure all procedures are followed correctly and I am involved with the ISO certification we have in place. I have also recently done an ITIL Foundation course and part of my role sees me authorising change requests put through the service desk.Within my role I work very closely with Sales and Account Management. I monitor reports generated each morning to ensure we are hitting targets and that clients are kept happy. Recently I have also been overseeing stock management and ensure team members book in all deliveries.

Grantham

After a year of being at SKDC I missed the field role. I went back to Datcom in January 2014 to carry on my role as an IT Technician and was out and about daily servicing clients across the East Midlands.

Grantham

Having been at Datcom for 6 years I had the urge to try something and somewhere different. An opportunity came up at SKDC and I was placed onto the Service Desk. This experience was very different to what I was used to. This was more of an internal IT role as opposed to varying clients of all sizes at Datcom. Again I was able to use my experience to troubleshoot the calls in the service desk and made a positive impact on the queue. The size of the council and its system was a great eye opener and I found the thin client technology very interesting and refreshing. I also found myself working alongside software and database engineers which was new to me.

Grantham

I progressed within Datcom from IT Analyst to IT Technician. The new position was a 2nd line role and much more field based. Here I was given more responsibility and acted as an escalation point when in the office. The majority of my time as an IT Technician was spent out and about at client sites in a field role carrying out installations of hardware and doing general practice visits for clients to clear up outstanding tickets and show face on site. This was something I really enjoyed. I had the freedom in my role to manage my own queue effectively and get tickets done face to face with clients. I became very confident in turning up at new offices and making a good impression with new clients. Every client had a different setup which gave me vast experience on a range of software and hardware. From being onsite and seeing the infrastructure for myself I was able to educate and assist office based colleagues to make there troubleshooting methods easier over the phone. We was able to create a knowledge base and pictures were taken of all installations to pass on the knowledge.

Grantham

I started with Datcom (formerly DTCS) when I left college. The role was a 1st line position and was helpdesk based. My main role was to be first response on the phone and log tickets into the helpdesk. I also had to monitor an email support account and log tickets from that as well. The role helped build my confidence with communication and managing my own job queue. I was able to see the importance of some tickets over others and prioritise my queue for best results. I worked on all client systems and was given the access to have a go at any ticket that came in within reason. This was a huge learning opportunity which i benefitted from massively.

Information Technology

Education record