Andy Newcombe

Background

About Andy Newcombe

I like helping people and I’m quite good at computers, so IT was the logical career path.I also like Star Wars, so I suppose that makes me your typical IT guy.Fixing things for people is what I enjoy most about my job, especially when I can fix a problem before it even happens.I like working at Cyan because our customers don’t feel like customers, it just feels like we’re part of one team. It also helps that I/we have the freedom to go the extra mile for our customers, which isn’t a given in a lot of IT support companies.Often, IT support teams are heavily targeted to reduce their call duration and increase the no’ of calls they take, so they have to fix an issue as quickly as possible to get the customer off the phone, or they’ll push a task back to the customer because it’s not something that’s included in their SLA’s.Cyan is different. Helpdesk Engineers, like myself, are given the power, freedom, and flexibility to help customers as much as we want, even if it’s an issue outside of our SLA’s. If we can help, we will help. It’s not in my nature to be any different. We’re still targeted, but on customer service stats like satisfaction scores.Ultimately, it’s my job to make sure our customers can work efficiently, securely, and free from disruptions.