Friday Introducing - Jonathan Glavin

Friday Introducing – Jonathan …

This week we are pleased to introduce you to Jonathan Glavin. Jonathan has been at Sunrise for 18 months and his role as Service Desk Analyst is to help customers with issue resolution and ‘how do I’ questions. Jonathan will help customers who call in, email in or come in via the Self-Service portal. Jonathan uses Sunrise ITSM every day and spends most of his time in the Incident Management service – Jonathan uses the gamification features set up for him and also contributes to the Knowledge Management service – publishing out useful knowledge to the customer portal when it’s relevant to do so.

Jonathan said that there is a very close team bond on the Service Desk and they are both friends inside and outside of work. Jonathan’s favourite part of his role is the satisfaction he feels in fixing a tricky issue for both himself and the customer – he likes to help customers through these incidents and they often result in the most positive customer satisfaction surveys.

Jonathan has 2 main passions outside of work; the first is Football and he has been a season ticket holder to Chelsea since he was 7 and spends every other weekend there with his family cheering them on. His second passion is Go-Kart racing, which he started at University competing against other Universities (who are considered the next up and coming teams in the motorsport industry) and now competes on a National Scale. In 2014 he finished 4th in the Championship and next year his team are favourite’s to win! When Jonathan is not busy with the first two hobbies, he also goes to the gym to keep fit for his Kart racing and also enjoys spending time with his partner and friends.