Our team

Get to know the Bluecube team

 

 

James Hawker chief exec at bluecube headshot

James Hawker

Chief Executive & Chief Growth Officer

David Robinson Chief Operating Officer at bluecube headshot

David Robinson

Chief Operating Officer

Ashleigh Gibson Chief Marketing Officer at bluecube headshot

Ashleigh Gibson

Chief Marketing Officer

Connor Scarrott Chief Technical Officer at bluecube headshot

Connor Scarrott

Chief Technical Officer

James Gear Chief Financial Officer at bluecube headshot

James Gear

Chief Financial Officer

First contact resolution First contact resolution First contact resolution
First contact resolution First contact resolution First contact resolution
fcr it engineer talking to clients and fixing it issues

First contact resolution team (FCR)

Your 24/7, 365 days a year IT service desk.

Our IT helpdesk team is split into three teams: Enoshima, Galle and Hercules. Contrary to many managed IT service providers in the UK, each of our teams is made up of FCR (First Contact Resolution) Engineers and 2nd Line Engineers. This means that no matter your IT issue, your assigned team will have experts at every level to find a resolution quickly and effectively. By dividing our service desk like this, we can provide a range of different IT support services, tailored to our varied clients.

 

Why 'Enoshima, 'Galle' and 'Hercules'?

Our client portal is called Lighthouse, so it only seemed fitting for each of our helpdesk teams to have lighthouse-inspired names.

Enoshima is a lighthouse in Japan, one of the world's most modern lighthouses. This team currently supports 2,574 users. Ideal for clients that want a transactional service, delivered by a group of engineers that have built a strong rapport. This team is very much driven by the original 'Bluecube personalised approach'.

Galle is a lighthouse in Sri Lanka, based on protecting the ancient Galle Fort. This team currently support 3,604 users, and focuses on long-term clients who have grown rapidly in business size. Our IT engineers deliver the same personalised service, but due to the high volume and increase in staff and tickets, we've scaled to meet these client demands whilst retaining our original service approach.

Hercules is a lighthouse in Spain, which is the oldest operational lighthouse. At present, this team supports 5,229 users. Due to the nature of the clients, the Hercules team is strategic and process driven, focusing on contracted service levels, trends, and other quality measures. They handle a high volume of tickets and deliver speedy responses and resolution, whilst ensuring a high standard of ticket management quality and effective communication.

Got an IT issue or question? Use our client portal, Lighthouse, and log a ticket with our IT helpdesk.

Client engagement team Client engagement teamClient engagement team
Client engagement team Client engagement team Client engagement team
bluecube employees hanging out in the breakout reception area

Client engagement team

Making sure our clients are happy is important to us. That's why we take a personal and human approach to IT.

Each of our clients has a dedicated Client Engagement Manager (CEM) who is their go-to contact at Bluecube. For us, managed IT support services are all about helping people with a human-first approach. Your CEM will get to know you and your business, providing support, guidance and help whenever needed.

We’re proactive in our service delivery, ensuring all clients are aware of the latest technologies and best practices. Our Client Engagement Managers will inform our clients of the latest developments and updates. For us, it is crucial that our clients see us as their trusted advisors.

 

Monthly service reviews & an annual strategy day

We take an involved approach to the delivery of client engagement. Your Client Engagement Manager will deliver a monthly service review, which is your opportunity to provide us with feedback (good and bad!) – we use this to improve our service or simply pass on the good news.

Each quarter, your CEM will provide an in-depth technology run through – also known as a Technology Road Map – this includes technology that we feel should be factored into a client’s future plans. Then every 12 to 18 months we organise a “strategy day” for each client; a chance for us to review and continue driving businesses forward, not backwards.

Your Client Engagement Manager will be your main touchpoint, and there for any escalations, questions, quotations and more.
Discuss your IT service requirements or changes to your business with your Client Engagement Manager, they’re more than willing to listen and help.

Client stories

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Prospectus

Client expectations are met

'Great to find an IT provider that we can build a genuine partnership with', says beyond-profit recruitment specialist.

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Paul Hamlyn Foundation

Valued communication approach

Knowing that its IT partner understands what they are trying to do is very important.

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bluecube employee

MK
Gallery

Needed reliable IT provider

Long-term relationship provides the support Milton Keynes arts centre needs as it rebuilds its business.

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it engineer

Medical Research Network

Strategic IT partnership

Proactive MSP (Managed Service Provider) partner enables medical communications provider to accelerate future growth.

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Bishopsgate Financial

Providing flexibility to grow

Outsourcing its ICT is a ‘no-brainer’, says Fast Track 100 banking consultancy.

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The Brain Tumour Charity

Partnership built on trust

A partnership built on trust is life-giving for fast-growing charity.

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