Bob Chapp joined Logicalis in 2011 as the result of Logicalis’ acquisition of Netarx. He is a results-oriented and experienced IT professional with a successful track record of more than 20 years specializing in the delivery of managed services, IT service desks and customer service. Bob has personal experience in sales, pre-sales, operations, solution engineering, service delivery and customer support.
As Sr Dir Service Desk - End User Support at Logicalis, it is Bob’s role to oversee and manage the Logicalis team of service desk support agents and ensure adherence to service management best practices through IT Service Management (ITSM) for Logicalis customers. Focus areas include customer service, incident resolution, detailed reporting and tracking, flexible coverage and service level agreements mapped to customer requirements.
Technology has become so critical to daily operations of organizations that any interruption of IT services to end users puts the entire organization at risk. The service desk, in conjunction with an ITSM toolset, is the ingestion point where everything that touches IT enters the system. As a single point of contact for all of IT, the service desk also provides a window into the entire IT environment. Besides monitoring and owning incidents, responding to user questions, and providing the communications channel for other service management disciplines, a service desk also provides support for customer change requests, release management, and configuration management.
Although providing a service desk is a very disciplined, technical capability, Bob also appreciates that it is very much a people business, and he takes a very personal approach to managing his staff and ensuring job satisfaction. Bob takes pride in leading by example and surrounding his employees with what they need to be successful. He encourages all of his employees to have initiative and be innovative, and he empowers them to do what is right by the customer. As a result, Bob’s department turnover rates over the years have been well below industry standards and employee morale is high.
Why do customers care? Because surveys show that knowledgeable, long-term service desk employees can answer calls significantly faster, with more authority and resolve more incidents at the first level, rather than escalating to more expensive talent; this means real bottom-line cost savings for customers who use employee retention as one of their key service desk selection criteria.
Bob’s career at Logicalis could actually be said to have begun in 1998 when he went to work for Sequoia Diversified Products. Sequoia was acquired by Analysts International in 2000 and subsequently sold to Netarx which Logicalis acquired in 2011.
Bob attended Wayne State University in Detroit. He currently lives in Fraser, Michigan, with his wife, two daughters and two dogs. Bob’s hobbies include anything “techie” as well as running, golf and gardening. He is also an active supporter of Autism Speaks, the Ted Lindsay Foundation and the Michigan Humane Society.
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