“I think we have a great culture here at ISS Solutions, and that’s one of the large reasons why I’ve been here for almost 18 years,” said Eric Cain, Project Manager of IT Services.
Eric started with ISS Solutions as a Level One Help Desk Analyst in 2000. Over time, he has achieved several certifications, including Project Management, ITIL V3 Foundation, A+, Net +, Microsoft Certified Solutions Expert (MCSE) and Cisco Sales. Since he joined the company, he has appreciated the relaxed -yet-professional environment and the opportunities for career growth.
As a part of Eric’s role as Project Manager, he oversees several Service Desk accounts, assists the Business Development Managers with pre- and post-sales support, works on the managed print services delivery model, and has recently accepted additional responsibilities related to the OKI Data ONEs Program. His schedule can get hectic, but he takes everything in stride to continue delivering quality service to the customer.
“The most satisfying part of the job,” said Eric, “is when the team pulls together to meet or exceed our customer Service Level Agreement (SLA) requirements.”
Making sure that the Service Desk accounts are adequately staffed to meet those requirements is a challenge that he continuously faces. Turnover is high for help desk analysts as the IT market expands and offers more entry level positions. To increase the number of potential employees ISS Solution can meet, he has established partnerships with technical schools and staffing agencies. In this way, Eric and ISS Solutions have been able to find employees who are a great fit for the company and deliver a high level of service.
“Eric is well respected by both his service desk team and the end user clients that use our service desk program,” said Ron Bassett, Director of Business Development for IT Managed Services. “Eric works very closely with our major service desk clients to make sure that we are delivering what we promise."