Phil Irwin

What I do at Q2Q:

As Technical Team Co-ordinator, I work closely with the entire Technical Team to ensure our customers get the very best service. I oversee the Service Desk and distribute client tickets to the engineers based on workload and skillset. Escalations to the Senior Engineer team go through me, and I also look at reporting on the service desk stats and figures to make sure everything keeps moving along! The role includes working with our Junior Engineers, giving advice and assisting with tickets if anyone gets stuck.

I look after the hardware purchasing for Q2Q and deal with our suppliers, along with producing quotes and managing goods-in.
Being part of the client on-boarding team allows me to help ensure new clients are welcomed to Q2Q in a caring and friendly manner.
On the Social Media side, I am Q2Q’s in-house photographer, and contribute to our Instagram page as an admin, sharing the “behind the scenes” story of life at Q2Q, and I write the monthly ‘Client Story’ Blog for our newsletter.

Finally, I still get involved with resolving issues for clients, and enjoy visiting site and catching up with our lovely clients!

Background and Achievements

I started working in IT straight out of sixth form and now have 27 years of experience, having worked on Wi-Fi technology during its emergence in the early noughties. I was a Certified warranty repair engineer for both Acer and Toshiba and have also worked in Service/Problem management for governmental agencies.

My main skills lie with people, being able to translate serious technical issues to non-techy’s and understanding and prioritising our clients’ needs.

Hobbies and Interests

I’m a big follower of Formula One and enjoy running when I motivate myself!

I love kicking a ball about with my son and helping my daughters with their practical food lesson preparations. I’ve recently bought a drone and am getting to grips with flying!

I’m very much a foodie, and when eating out, see it as a personal challenge to re-create at home dishes I experience in a restaurant. A lazy Sunday making a roast dinner for family or a summer BBQ with a nice glass of red is my idea of heaven!