Today we’re shining the spotlight on Robbie Farquhar, Resolve Service Desk Team lead, based in Aberdeen.
Tell us a bit about yourself and your journey since joining Sword?
I joined Sword in 2018. At the time I had very little exposure to supporting such large-scale clients and I was excited at the prospect. Prior to joining, I worked for another locally managed service provider that supported various small to medium-sized businesses across Scotland. Funnily enough I never actually planned to pursue a career in IT. My plan at a rather young and naïve age was to pursue a career in music, unfortunately, we can’t all be the next Hendrix and that one didn’t quite work out.
I adopted a keen interest in computers and technology at a young age and eventually became relatively well versed in the basics but never really thought about pursuing IT in the sense of further education or a career path. It wasn’t until I was in my very first job that it dawned on me that I always seemed to be “the guy” any time any IT equipment played up in the office. I found the problem-solving aspect and ability to support my colleagues very rewarding and that led me to pursue a career in IT.
What does a typical day look like for you and the team at Resolve?
This is quite an interesting question. It’s usually one we get asked by candidates when conducting interviews for new service desk analyst roles and the answer is always the same. There isn’t one.
Being a multi-client service desk means variety…. a lot of variety and no day is ever the same. This is one of my favourite aspects of Resolve. We are constantly presented with new challenges, keeping myself and the team on our toes and engaged. That’s not to say there isn’t structure, there is a method to the madness. Amongst our now 9 analysts we provide remote support to multiple clients operating over a 12 hour period, recording tickets in our ticketing tool TOPdesk. Analysts work on either side of a shift pattern and address tickets based on priority and urgency.
There have been some changes to the structure of Resolve, can you tell us about the changes and how these have improved the service for Resolves customer base?
A year ago I was given some additional responsibilities on the team which eventually evolved into my promotion to a senior role on the desk. My role quickly changed from working on tickets frequently to identifying improvements that could be made to our service, our ticketing tool and how we effectively support our customers. A year later, myself and two of my colleagues (Ashley Morrison and Ed Garland) moved into a Team Lead position, and we changed the structure of Resolve.
This change has been incredibly beneficial for both our customers and for the Resolve team. It has allowed our service manager the time to focus on our customer base and provided the leads with the ability to manage their teams. The additional responsibility has a great deal of focus on the likes of data quality, identifying gaps in process and training requirements but also building great relationships with customer focal points and managing customer requirements in a more effective manner. We are constantly looking for ways that we can make improvements and provide the best service possible.
You started your career with Resolve as a Service Desk Analyst and have progressed to a Service Desk Team Lead. Can you tell us about the career progression routes within Resolve?
The key point here really is structure. The promotions of leads have allowed us to identify progression routes in Resolve. Service Desk Analysts (SDAs) would typically look to head into a desktop role before they branched off into the likes of infrastructure but now that’s not so much the case. Resolve is a great starting point for anyone that would like to pursue one of the technology-based disciplines because it offers so much variety. We have had SDA’s move down the route of desktop and applications. SDA’s now have the option to pursue a senior role which could result in a team leadership role down the line. As team leads, we also make a conscious effort to identify how we can further individuals’ progression be it through training or providing additional responsibilities so that they can gain exposure to these disciplines.
Why did you choose to progress your career with Sword and What would you say to someone considering a role with Sword Resolve?
In a simple answer, I love working with the Resolve team and I love being able to contribute to the continued growth of Resolve. No day is the same and despite the many challenges we face the morale is always high. Resolve continues to grow, with more customers, more members of staff on the team, more challenges and I’m genuinely proud to be a part of it. It’s a rewarding feeling being able to lead such a great group of individuals and watch them evolve and progress through their careers but also witnessing how they support each other. If you’re aspiring towards a career in IT with clear progression, plenty of variety, that’s challenging but also has plenty of laughs sprinkled throughout then Resolve is a great place to be.
Sword delivers practical business technology solutions to support our customers in Energy, Public and Finance Sectors. Spanning Oil & Gas, the Energy Transition, Renewables, and Digital Adoption we provide day to day operational support, digital solution deployment, transition projects, and technical consultancy. Our expertise runs from IT, business technology, and infrastructure, to subsurface, production, engineering, and corporate data and information.