Paul is the Service Manager at Grant McGregor. Paul has overall responsibility for his clients’ IT; from monitoring and maintaining the high-availability of their IT systems to providing strong customer service and help to client end users. To meet his clients’ technology needs, Paul typically conducts quarterly and annual reviews. Their specific ICT requirements from reviews are then aligned in an agreed plan to meet clients’ overall business objectives.
Formerly, Paul worked for a large IT services provider in Scotland. His day-to-day role was to provide support for large international Brewers’ IT systems. He responded to major outages and provided solutions under pressure. In this position, Paul travelled throughout the UK, helping a variety of end-users with their IT needs.
Paul’s gift is possessing great empathy which translates into fantastic customer care. He genuinely wants to help people get the most out of their IT – and he does – his client feedback is excellent! Paul is also a GFI and Microsoft Certified Professional.
Fantastical Fact File
Give an example of something (service-wise) you recently did for a client that made them more than happy. More than usual…
I recently assisted a client with an Out of Hours File Restore, which made the Finance Director particularly happy. The customer had deleted a file which had years’ worth of business planning and required it immediately for a meeting. Whilst the request came in out of hours I recognized the importance of the document for the client and the implications that this would have for them. I worked to fix the issue speedily until it was resolved. Although outside of their agreed SLA, I dedicated myself to resolving the issue and worked out of hours to ensure that all was ready for the start of business the following day. The Finance Director was very much appreciative and left nice positive feedback: “Reviewed the issue logged and was able to recognise that request required early attention without questioning. Delivered file back on system which was a huge benefit to us, as I would have had to try and recreate calculations from scratch. Absolutely fantastic service especially as user was “feeling” the pressure what to do next. Thank you”.
What’s your favourite film in the whole world and why?
The Elephant Man. This is a true classic film and I urge anyone who has not seen it to see it. “Looks are deceiving” is how I would describe this moving but powerful film about a Man who was severely disfigured but had a real, inner beauty. The Elephant Man will bring out all of your emotions (Anger, Happiness, Hatred, Joy, Pity, Shock and Sadness). There are so many messages in this film but the important one for me is that we are all human beings, and all deserve to be treated as one.
If you had a whole week out to do something you really wanted and were given £1,000 gratis to do it, what would you do and why?
My wife and I would hire a camper and visit as many islands on Scotland’s north-west coast as possible. We live in such a beautiful country with some of the most fantastic scenery and we all should see it. If the weather in Scotland was good, I would not holiday anywhere else in the world!
Give us one reason that you enjoy (or put up with) working for GM…
I enjoy and never put up with my work at Grant McGregor because I work with a great team who depend on me every day. It’s where I learn a lot of new things and where I’m given the ability to also work by myself and make decisions. The directors are relaxed and actually listen to what we have to say, which is valued and often put into practice.