Longstanding employee promoted to service desk manager

news article

Sep 8 2014

SHARE THISShare on FacebookShare on LinkedInTweet about this on TwitterEmail this to someone

Debbie Bakes, a longstanding Cascade employee and one of our most well-known payroll and HR software experts, has been promoted to the role of service desk manager.

Having spent the last six years working in this department, Debbie is a familiar face (or voice!) for many of our clients. She has amassed incredibly in-depth product knowledge since joining Cascade as a service desk consultant in 2008, and has built a strong rapport with our growing customer base.

Debbie Bakes
Progressing to the role of senior service desk consultant in 2011, Debbie began tackling the more complex customer queries and over-arching task management of the team. As her knowledge and experience continued to progress, so too did the number of qualifications she achieved in this specialist field. Too numerous to mention in full, Debbie is ITIL V3 qualified – the most widely accepted approach to IT service management in the world – and is a certified service desk manager.

So, when the opportunity arose for Debbie to progress to the department’s most senior role, it was the natural next step in her career.

Looking back on her journey with Cascade to date, Debbie commented: “When I first joined the company, there were only five staff answering and resolving the calls that customers made to the service desk. We were not able to log on to clients’ desktops, so we worked hard to truly understand the scenario a client found themselves in, before guiding them through the steps they needed to take.

“Fast forward to 2014 and we have a proactive 14-strong team that receives ongoing praise for the quality of service provided. We are renowned for our friendly, responsive, ‘can do’ approach, which helps us stand out in a crowded HR and payroll software market.”

Having worked towards this role over the last 12 months, Debbie will now oversee the entire operations of the service desk department. Whilst supporting colleagues with their own workload and professional development, she will also sit on the project team for new product releases and have a presence in company-wide management meetings.

So, when it comes to her plans for the service desk moving forward, what does Debbie have in store?

“For the time being, it’s business as usual. Why change a system that already works fantastically?” she said. “I will of course continually review our processes and procedures to ensure we are working as efficiently as possible, and every member of the team will be offered the same opportunities that I had, to further their product knowledge and professional development. That way we’re best equipped to look after our customers and deliver a top class service, at the same time as providing ongoing learning opportunities for our members of staff.”

I’m sure you will enjoy us in congratulating Debbie on her promotion – here’s to her next six years with Cascade!


Cascade HR Software Brochure.


Book a demo of Cascade HR Software.


  • HR

    Cascade’s Core HR solution is a powerful, proactive and dynamic solution that offers a huge amount of standard functionality” from the HR page.more...


    Cascade isn't a HR system with a bolt on Payroll system from another supplier. Cascade is an integrated HR and Payroll solution from one supplier.more...


    The module will bring the administratively-complex process of auto-enrolment to life, making it incredibly clear what HR and payroll professionals need to do and when. In turn this will allow each department to retain control over their own tasks at the same time as encouraging legislative compliance.more...


    Cascade delivers a comprehensive and powerful recruitment solution designed to reduce administration and ensure best practice.more...


    Online Recruitment represents the next generation in online recruitment functionality for your organisation's own website.more...


    Employee expenses and mileage claims have now been made even easier to process, saving time and increasing efficiency within your organisation.more...


    Gain efficiencies through minimizing costs and maximizing employee time, with zero paperwork and maximum control.more...


    Rolling out Self Service to Employees and Managers presents huge benefits to everyone but there are risks.more...


    Cascade reflects the need to take each employee and assess their individual training and development requirements.more...


    Cascade introduces workflows, best practice workflows and authorisation routes to ensure efficiency and guarantee no task is left incomplete.more...


    Cascade's Mobile Apps module allows you the HR team and your organisation to engage even further with your employees.more...

Related Posts

Book a free demo

Call 0344 815 5566

Get a Free Info Pack


Cascade HR is a well-established, award-winning provider of fully-integrated HR and payroll software. The company is renowned as much for its quality of project management and ongoing customer service levels, as it is its dynamic technology. Over