This month The Tech Talent Charter launched their ‘Doing It Anyway’ campaign, designed to drive more diversity to the UK tech sector. Here we listen to the stories of two members of the ITRM team.

Last year ITRM became a signatory to the Charter with the goal of trying to help bring about meaningful change to drive diversity and address gender imbalance in technology roles.

ITRM are proud to support the Tech Talent Charter as innovation is crucial for all companies operating within the technology industry and we believe that diversity plays a significant role in this. For ITRM, diversity of thought is key to building the right solutions to business challenges, driving customer success and creative thinking.

ITRM Tech Talent Charter Signatory

The Doing It Anyway campaign features the stories of eight women from a variety of backgrounds who have built successful careers in technology through non-traditional paths. As a supporter of this campaign we thought we would speak to some of our own team and share their experiences too.

Sue Thorpe has been part of the ITRM team for over 5 years and holds the important role of Business Operations Manager:

“Prior to joining ITRM I worked within corporate banking for 27 years. My experience saw me running the flagship branch in London which provided a good insight into how a business operates and I was mentor to all newly appointed Branch Managers. Through my various roles within the bank I gained experience in all aspects of HR, risk management, recruitment and the creation and delivery of a training programme for 55 Customer Advisors. I actively participated in numerous Speakers International workshops covering leadership, motivation, creative communications, rapport building and coaching for success. I also focused my training and development on customer focused topics such as managing behaviour, complaint handling, performance management, coaching for continuous improvement, negotiation skills, persuasiveness skills and sales skills.
At ITRM I am responsible for all aspects of HR and Health & Safety. I am also involved in the customer feedback process and helping to deliver a first-class and consistent customer experience. I most enjoy the variety to my role as no two days are the same.
I was ‘sold’ my role the moment I met ITRM’s Managing Director, Dave White. It was immediately evident that he has an absolute drive, desire and passion to help our customers, an area that I too am passionate about. Not only does our MD care about the customer, he also cares about the people who work here, and ‘giving back’ by supporting the local community. For me, these were all the ingredients for a sustainable business
Working in technology is so exciting as the landscape is ever-changing. What we learn through the development of technology we can share and implement with our customers, solving many of their work-related problems and making tasks easier, thus delivering customer success.”

Sam Cook, Service Desk Dispatcher, has worked at ITRM for 6 months:

“It’s my responsibility to evaluate each IT support ticket that comes into our Service Desk and to deal with them accordingly. I ensure the engineers work to the Service Level Agreements that we have with our client as this is key to maintaining a great customer experience. I also manage major incidents and identify trends to enable us to proactively manage our client’s IT environments.
Joining ITRM was a complete career change for me. I understood that ITRM were an official sponsor to Charlton Athletic Football Club (CAFC) and the Principal Partner to the Charlton Athletic Community Trust (CACT), and whilst working as a first aider at Charlton I also learned that ITRM provides IT services to CAFC and CACT too. Their name kept cropping up - usually positive comments about the standard of customer service, professionalism, community focus and, most importantly, a core vision and values.
I had always had an interest in technology and the experience I hold which is relevant to my role has been borne from a passion for all things technological, an inquisitive and analytical mind, and a thirst for knowledge. I enjoy problem solving, finding solutions, expanding my knowledge and knowing that I’m part of the resolution team for our clients. I’ve experienced poor IT support and I vowed to always prioritise great customer service. Whilst I don’t hold any formal IT qualifications, I plan to do work towards these. That’s another reason why ITRM was my first choice; they invest in their staff and they encourage you to be the best version of yourself that you can be.
IT is such an integral part of our lives now. It’s in everything from smartphones to the dot matrix countdown displays at bus stops, to Smart technology – things like your Amazon Echo today and the IoT and AI on the horizon.  If tech falls over, the domino effect can be catastrophic and costly. For the IT industry, being able to find ways to make that watertight and completely stable is the one thing that all companies strive to achieve. End users today are ever more demanding in terms of what is acceptable in SaaS, Cloud, servers, redundancy, networking capabilities, delivery, data analysis and, of course, speed. It’s our job to ensure our clients have the right solutions in place to enable them to work effectively and achieve their long term business goals, and to be able to solve any challenges they have to avoid any disruption to their business.

Both Sue and Sam’s roles are vital to the success of our team, and our ability to deliver a high standard of service to our customers. There are many qualities that ITRM look for in our people and we work with them to help develop them within their roles. We are always open to talk to people who embrace our company ethos, and welcome people to get in touch if they feel they could add value to our team. ITRM also welcome apprentices into our exciting apprenticeship programme and work with Bexley Council to offer work experience placements to local schools and colleges.

ITRM regularly advertise vacancies across our technical and operational teams. Visit our career page to view our current vacancies here

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