incovo business communications: Profile – Helpdesk Manager, Lisa Lang

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incovo business communications


Business communications specialists incovo take on a new Support Desk Manager to strengthen their commitment to excellent customer service


Support Desk Manager Lisa Lang was taken on in the last quarter of 2015 as incovo sought to continue their commitment to improving the customer service that helps set incovo apart from their peers. Lisa has been in the job a a little while now and has gotten her feet under the table so to speak and we have taken the time to ask her about her initial experiences with incovo and their customers and how she is finding the role with one of Scotland’s leading business communications providers.

Tell us about your education and how you came to work in ICT.

After leaving school I attended college to do communications and languages.  I fell into ICT through doing administration work which led me into this industry.

Why did you choose to join incovo over other companies?

Incovo offered me a position in which I felt confident that I could achieve my full potential and enjoy the role expected of me. When I went for my interview the way they spoke about the company and their desire to really build a first class customer experience, I knew that they were a good company to work for.

Describe a typical day for you.

My day consists of overseeing our support desk, ensuring our engineers have a full schedule and assigning jobs to each of them. Maintaining a good rapport  with our clients whilst logging any faults our issues.  Updating all information and making sure the team is happy.

Help Desk work is quite varied and whilst it’s mostly troubleshooting ICT issues and admin work, an integral part of the job is having good people skills and the ability to interact with employees on different issues. There’s also a fair amount of detective work required to get to the root of a problem!

If you could have any job in the world, what would it be and why?

International food critic, can think of nothing better than sampling fine food and wine all day in beautiful countries!

What do you like to do with your free time outside of the office?

I like to spend time with my family.  I like dining out and I love to read.

If you were to go back in time, would you still make the same career choices?

If I were to go back in time I would have concentrated more on education to open up more career choices.

What makes incovo stand out from the competitors?

For me its, the staff. There is a lot of effort and emphasis on training and personal development here and that is reflected in their emphasis on the customer service within the business. I believe our customers can see this and benefit from it.

What do you like most about working at incovo?

The Team.

Would you recommend working for incovo?

Yes I would! We have a good team made of different personalities but there is an emphasis on a good, positive atmosphere which really helps both the team and the individual staff. I know the company is expanding and looking to bring on more quality personnel so I am excited to see how the company progresses over the next 12 months.

About incovo

incovo is a business communications technology integrator of category leading unified communications, infrastructure, integrated network solutions and document management solutions to small and mid-sized organisations throughout the UK. Our focus is creating dependable, cost effective business communications solutions for businesses that ensure a variety of methods of collaboration to meet the ever changing market conditions.

At incovo, we provide fast and effective support to all of our customers through our multichannel support network – allowing our customers to feel the benefits of compelling solutions that will enable their businesses to grow, tailored to their needs.

Sean Lightheart

Sean Lightheart

Marketing Executive at incovo
Sean is a Marketing Executive at incovo, a leading ICT company based in central Scotland. He is interested in technology, specifically next generation applications and looks to embrace smarter living through technology.
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