STAFF PROFILE
SCOTT RIDDELL – Service Desk Team Leader
“The aspect of my job I enjoy the most is the opportunity to work with incredibly clever and very focused people, who have the ability to look at themselves honestly and constantly challenge and improve the way we do things.”
What was your first job?
When I was 10 years old, I had a milk and paper run. Although I enjoyed it, it was quite a hard job. Especially in winters when it rained a lot and I had to stick to a tight morning schedule regardless of the inclement weather. But I did learn a very important lesson from it – if you want something in life, you have to be willing to work hard for it.
What is your background? How did you get into IT?
My two passions when I was younger were photography and technology. I enjoyed working with a camera and processing film and at the same time I found the challenge of working with computers to be mentally stimulating.
After I completed my Diploma in Business Computing, a friend of mine offered an opportunity to work in IT. I literally finished my studies on a Friday and started my first IT job as a PCE Engineer on the following Monday. To date, this has remained one of the best decisions of my life.
How would you describe your current job responsibilities?
As the Service Desk Team Leader, it is my responsibility to oversee the day to day operations, performance and growth of the Service Centre. One of my key focus areas is to improve customer satisfaction and ensure that customers are getting the best possible support.
As the team leader, I am also responsible for maintaining a positive work culture for my team, and motivating them to achieve our short and long term goals. It is a testament to this amazing team that more than 90% of the calls we receive are resolved positively without escalation.
What aspects of your job do you enjoy the most?
There are many aspects of this job that I enjoy but I guess one of the main motivators for me is the opportunity to work with incredibly clever and very focused people, who have the ability to look at themselves honestly and constantly challenge and improve the way we do things.
It takes a high level of trust to empower people and I love watching my team grow and evolve personally and mature professionally at blueAPACHE – it is exciting and highly rewarding.
What is the most challenging aspect of your role?
One of the biggest challenges for me is keeping pace with the speed at which we operate and maintaining our agility. Our success is defined by our ability to be dynamic and adaptable, so that we can offer our clients the best possible outcomes.
We are doing a great job with that as a result of the strong commitment from the team to keep our accountability and customer-focused culture at the forefront of everything we do.
Have you met anyone famous?
Yes, I met Bob Geldof at a concert once. I said hello to him and he ignored me!
Other than that I have met various All Blacks rugby players and, probably my favourite celebrity of all time, Mickey Mouse at Disneyland.
What TV show / movie are you ashamed to admit you love?
Shaun the Sheep – I love watching this show with my daughter. It is one of our favourite things to do together. But I have a sneaking suspicion that I enjoy it more than her.
If you were stuck on an island what three things would you bring?
A fishing rod, sensible shoes, and my family. Actually, that sounds like an ideal vacation to me. What more could I want?
If you could have any super power, what would you choose?
I would want to be Flash and have the ability to run really, really fast. But what many people don’t realise is that Flash’s powers extends beyond just super speed. In the original comics, he is able to accomplish time travel, can vibrate his molecules so fast that he can pass through solid objects, create vortexes with his arms, absorb vast amounts of knowledge and even steal speed from other objects. He is one multifaceted super being!
Scott can be reached for customer support (or Shaun the Sheep episode discussions) through our Melbourne Service Centre.