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Service Desk Teamwork, Awarded

By Richard West, Service Desk Manager, Marval


Last week Marval hosted MPowered, its Global Partner Conference in Lithuania. Mpowered is a major three-day event and awards ceremony for our partner community, where knowledge is shared, our culture is strengthened, and our global team builds tight hubs and links while discovering new ways to collaborate. Being one of the participants, I thoroughly enjoyed the experience and left Lithuania with a deeper understanding of our extended network, its stamina and its strength.

During Mpowered, Marval awarded members of the team for their alignment and commitment to what the company stands for: a customer-centric approach, focused on impeccable service delivery and continual improvement. In 2017, seven members of our global network were honoured with the Service Management Professional of the Year Award. I was overwhelmed to find out I was one of them.

I am the manager of Marval’s Global Service Desk, responsible for a team of six skilled and competent professionals. Our Service Desk employs clear processes and standards that we all follow, and a solid culture about customer experience which we instil and reinforce at every opportunity. I am proud to say that our team is highly collaborative and efficient, and well-performing too. Our service delivery is consistent, our approach is open and honest, and we make sure that the customer feels valued and appreciated. The same applies to our Support Analysts. They are supportive to each other, encouraged to submit feedback and ideas, and appreciated for their contribution to the team’s growth and evolvement.

Our Global Service Desk maintains high standards and a well applied philosophy that puts the customer first. Knowing my team, I feel that this award was a recognition for our successful work model. I believe that Marval acknowledged that this model is the result of sound teamwork, instead of the isolated effort of one person alone.

I proudly accepted the award on behalf of my team, who embrace and apply Marval’s core values at every opportunity. This is what joint effort and collaboration can achieve. Our Service Desk consists of great people, who follow great processes and use great technology; all terrific assets! With teamwork we make the most of them and generate a unique service experience for our customers.

Great effort everyone!!

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