ICT Manager Customer Experience
Bryce’s role links all of the hospital IT users (customers) and the ICT department, ensuring the overall experience for our customers is a good one. The key elements are communication, especially around outages/system availability, capacity and change management and ensuring the Service Desk team provides level 1 operational support for all of our applications.
Starting with us late October 2019, Bryce still considers himself a newbie and says he continues to learn something new every day.
“One of the key things I’m trying to do is get out and about within the hospital so I’m not just an email address – I’m a face and a person our staff can talk to.
Bryce is responsible for the Service Desk team which consists of team leader Greg Xavier and five service desk technicians – Ash, Kim, Louise, Marie and Romain. The team works closely with all the other ICT departments dealing with a range of different issues at any point of time. The team also gets involved in several projects, including the current project rolling out the new Citrix.
What’s good about your work?
I enjoy meeting our users and understanding the issues they’re facing. Within the hospital we will always face issues with budgets and resources but I’ve been able to achieve some small wins for a number of people. I’m hoping to get wins for others but these may take time to unlock.
Where’s the inspiration?
While there will always be wins there will also be instances when IT doesn’t work or we can’t deliver what users are after. For me it’s about meeting with these people and explaining in non-IT technical speak what the issue is and why we can’t help. In some cases it will be looking at ways we could possibly assist in the future – so improving the customer experience.
What’s your working background?
I went straight from school to the then New Plymouth City Council working as a clerical cadet. I worked my way through a number of roles within the financial services department, ending up as rates officer. While at Council I also studied part-time so I have qualifications in management, accounting and IT.
After more than 18 years at Council I moved to work at Staples Rodway as manager of Business Information Systems, supporting clients across the North Island and Melbourne. While the focus was on accounting software I also got involved with Time and Attendance software, Job Costing and Inventory systems and numerous other applications. I was there for 18 years but because every day and every client was so different, no two days were the same.
What do you like to do outside of work?
With two children still at school I tend to run around after them and their sports activities which include tennis, volleyball, football, cricket, basketball and hockey. I am also the principal cornet for the local brass band – the Devon Hotel New Plymouth Brass – so people may see me out and about, especially around the Christmas period as the band attends 15 different events – Christmas parades, Carols by Candlelight, Christmas @ the Bowl etc. I’ve also played as a member of the orchestra for 21 NP Operatic shows. And I also enjoy, when time allows, playing some social sports – tennis, squash and golf. During school holidays we try to travel as a family and I’m proud to say my children have almost seen the whole of New Zealand – just the Coromandel to see.