Craig Wilson
Service Desk Manager
What does your role at LAKE involve?
I manage the LAKE Service Desk, so I'm looking after customers and making sure that they are always getting great service from our service desk. I'm also an experienced consultant, so I do get involved with projects, especially when it comes to training. My role is definitely varied enough to keep me busy!
How long have you been with LAKE and what did you do before you joined?
I have been with LAKE since April 2010. Before that, I worked in a Finance department as an accountant. I'm a qualified ACCA chartered accountant and my role involved financial and management accounts as well as some system admin responsibilities for SunSystems, which was the system we used.
What do you enjoy most about the work you do?
I enjoy being able to help people, and I get amazing support from the rest of the LAKE team when it is required. I love speaking with customers and the varied nature of the challenges they present us with. Every day is different.
If you had to pick out three achievements or pieces of work that you're particularly proud of from your time at LAKE, what would they be?
I've recently assisted in the successful implementation of a new CRM system for the business. It was a joint effort from a cross-departmental team, and it took a lot of time and work behind the scenes, so I'm definitely proud of that.
I also played a key role in delivering a project recently for an International Not for Profit organisation. I was heavily involved, and it was a challenging but very rewarding project. I really enjoyed helping them to shape the system to meet their requirements.
And finally, I just generally love helping people resolve their issues and get where they want to be on a day to day basis.
What does your background, experience and knowledge mean for customers?
Being from an accountancy background gives me a good understanding of what is required and the pressures and challenges that customers might be faced with. It also helps that I used to be a SunSystems and Q&A user, so now I can put that into practice and show people how to use the applications and help them figure out where they might have gone wrong.
What excites you most when you think about LAKE's future plans and the future of business systems in general?
We're a growing company. We're always looking ahead. I'm looking forward to working more with new cloud-based solutions. New software always throws up new opportunities and challenges, and I'm excited to see how we grow and handle this.
What do you do when you're not working?
I like to keep fit. I use a cross trainer regularly, and I've been finding pleasure in walking recently. I also spend as much time as possible with my kids and I like gardening.
What is one item on your bucket list?
I'd love to get a sports car and go for a road trip around Europe.
What would your specialist Mastermind subject be?
I'd go for Leeds United trivia.
