Employee Spotlight: Introducing…John Jones

Recently, John Jones was promoted to Help Desk Supervisor, a role in which he oversees the daily operations of eight Help Desk Analysts. His team is currently dedicated to one of ISS Solutions largest clients, Sodexho Inc. In his role, John is charged with assuring all of Sodexho’s pre-defined service levels are met. By compiling and analyzing call volume trends, John ensures adequate staffing levels, implements escalation and troubleshooting procedures, maximizes resource usage, and streamlines end-user support.

Chris Kopenits, Help Desk Manager, stated “John is a valued employee with a keen focus on customer service. He primarily handles Sodexho Help Desk operations, but we also count on his input and experience to develop solutions for other Help Desk clients as well. He is a well-rounded individual and adds a lot to our organization.”

John was an integral part in the creation of a “virtual agent” environment between ISS Solutions and Sodexho. This solution allows ISS analysts to answer Help Desk calls from anywhere a broadband internet connection is available. Ultimately, this “virtual agent” technology helps manage call volume, and it adds to Sodexho’s disaster recovery processes.

John Jones joined ISS Solutions as a Help Desk Analyst in 2000. His primary responsibility entailed providing end-user technical support for desktops, laptops, printers, and hand held devices as well as support for software applications.

When asked what John likes most about his role, he answered “I take a lot of pride in understanding the strengths of the people I manage and using them to benefit my client. I think it is a great way to work.”

John carries multiple technical certifications and is a member of the Philadelphia Area Meridian Users Association, which is the Philadelphia chapter of INNUA (International Nortel Networks User Association). He is currently dual enrolled in the Community College of Philadelphia and Temple University for his degree in Computer Information Services.

John lives with his wife and two sons in Philadelphia. In his free time, he enjoys riding his 100th Anniversary Harley Davidson Sportster 1200. He is also involved in his son’s ice hockey team and will be managing the team in the ’06–’07 season.