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Customer Experience
Managing all aspects of the customer journey to deliver exceptional experiences
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Identity & Entitlement
Making complex processes easy whilst ensuring the highest level of compliance
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Service Optimisation & Technology
Leveraging technology, data and automation to streamline processes
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People Managed Solutions
Outsourcing the hiring, onboarding and performance management of key operational teams
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Sales
Delivering all aspects of your acquisition and retention programmes
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I started with Abtran as a graduate in July 2019 as a Level 1 IT Support Administrator. My first task was building the Sligo site in an IT capacity.
I also supported users who were already onsite. Once that was complete, I began supporting our Mahon, MFR and Maynooth sites remotely via email, telephone and our help-desk solution. During this time I received hands-on training from the team at Cork in all aspects of the role as well as a few visits to the Mahon site for 1-1 training.
In 2020 I was promoted to Level 2 IT Support Administrator where I fulfilled all my previous duties and also took on additional responsibilities. I dealt with technical escalations from junior members of the team, got more engaged in project work and began to work more closely with our Infrastructure and App Support teams.
This allowed me to gain greater experience with key technologies and also gave me a more in-depth understanding of the technologies used. It also allowed me to mentor and coach some of my peers to pass on my knowledge. My technical understanding of the business grew as I was being mentored by our Infrastructure team who had all come through our Service Desk function in the same way I had.
From there, a promotion to IT Service Desk Technical Team Lead. My role here was a hybrid one – 50% technical/50% people management. Here I upskilled in People Management training through Abtran’s Learning and Development portal.
Day-to-day I would be chairing daily standups with my team, helping progress request fulfilment, asset assignment, escalation management and also tasks such as 1-1 mentorship and rota management.
This led to my current role which I began in September 2022. Currently, I’m a Service Transition Manager working on key areas within the ITIL framework, namely Problem, Change and Continuous Service Improvement. I, and the wider IT team, have recently been given the opportunity to take on the ITIL V4 Foundation course with a view to getting certification.
This has greatly improved my knowledge of key areas in IT and will only further my career prospects. I’ve dealt much more closely with senior leadership within the company in this role and have received great support from management both in IT and the wider business.
I have recently been given the opportunity to take on the ITIL V4 Foundation course with a view to getting certification in that space. This has greatly improved my knowledge of key areas in IT and will further my career prospects. I’ve dealt much more closely with senior leadership in this role and have received great support from management both in IT and the wider business.
Colm