Emma Louise Wilson
About Emma Louise Wilson
Emma Louise Wilson serves as the Service Desk Coordinator at Black Box, where she has worked since 2012, managing global accounts and overseeing project management across various regions. Her previous experience includes roles at Intel Corporation, Dell Technologies, and Black Box in customer service capacities.
Work at Black Box
Emma Louise Wilson has been employed at Black Box since 2012, serving as the Service Desk Coordinator. In this role, she manages global accounts and oversees project management across multiple regions, including the UK, EMEA, APAC, and LATAM. Her responsibilities include coordinating Service Now tickets for these regions and acting as the first point of contact for escalations outside of office hours. She also handles engineer scheduling for both employed staff and subcontractors, ensuring efficient operations within the service desk.
Previous Experience
Prior to her current role, Emma worked at Intel Corporation as a Front Desk Receptionist for six months in 2006. She also held a position as a Customer Service Representative at Dell Technologies for four months in 2006. Following her time at Intel, she returned to Black Box, where she worked as a Customer Service Representative from 2007 to 2012. This diverse experience in customer service roles has contributed to her expertise in managing service desk operations.
Responsibilities and Skills
Emma's role as Service Desk Coordinator involves various responsibilities that include managing global accounts and overseeing project management. She coordinates Service Now tickets and is responsible for engineer scheduling, ensuring that both employed engineers and subcontractors are effectively managed. Additionally, she handles supply chain tasks, which include obtaining material or equipment hire quotes and processing purchase orders. Her skill set includes project management, customer service, and operational coordination.
Location and Work Environment
Emma Louise Wilson is based in Reading, England, United Kingdom. Her work at Black Box involves collaboration with teams across different regions, including EMEA, APAC, and LATAM. This international aspect of her role requires effective communication and coordination with various stakeholders, contributing to a dynamic work environment.