At Bytron we have a dedicated IT Support team working alongside our Development and Quality Assurance teams within Production; to provide skybook and FliteBrief support, as well as internal support.  

 

Who are our IT Support team? 

You may be already familiar with members of our IT Support team if they have swiftly resolved an issue, you might have had; but who are they all really? 

The team consists of Ryan Dunn our IT Support Manager, as well as Will Watts, Steve Green, Alex Morgan and Nasir Hussein our IT Support Engineers. All driven, skilled and motivated individuals who work great together as a team to achieve our company aims and values. 

With over 10 years combined experience within the company our support team are always on hand to deal with technical issues, tickets and internal IT issues that may arise.  

 

What support do the IT Support team provide for customers? 

Our IT Support team are the first point of call for our Aviation customers, providing out of hours support. It is great to see that the team’s 1st response time for high tickets is 5.90 minutes for high tickets and 3.28 minutes for critical tickets. This really under pins our drive for maintaining high customer satisfaction across the company. 

In the last quarter the team achieved a 99.996% uptime with the only downtime being due to planned maintenance in October. This is way above software industry standard and sets the bar for what should be expected with crucial systems that provide safety and efficiency for airlines. You can read more about our outstanding uptime guarantee here: Uptime Guarantee 

Our team have recently implemented service status monitoring for our customers to check the status of skybook and any historic incident reports. See: bytron.aero/skybook-status 

 

What do the IT Support team do to boost the company internally? 

An internal issues board has been set up within recent months dedicated to internal IT issues to streamline support within the company. This has allowed technical issues to be dealt with efficiently by the most relevant person in the team, ensuring the company can always function at its most effective. 

 

 

Is there any role development within the IT Support Team? 

As a team, IT Support are certainly no strangers to making full use of our Sunlight training system, building their knowledge, and developing their skills through various resources and courses.  

Ryan, IT Support Manager, is currently completing his CMI Level 5 qualification as part of his managerial role. This course will not only progress Ryan in his career but will also be beneficial to the entire team. 

Will Watts, who joined the company in 2019 as an apprentice to kickstart his career in IT whilst learning on the job, is another great example of progression within the team. Will completed his Level 3 apprenticeship in 2021 and has since progressed within the team as one of our IT Support Engineers. As well as, recently obtaining his PAT testing certification to ensure the equipment in both of our offices are PAT tested. 

But their knowledge and development doesn’t end with IT. Steve Green gained his Mental Health First Aid certification whilst at the company to become a part of our mental health first aiders. 

 

For more information on our skybook support and customer service visit: Support and training