Leading ticketing, Epos and booking supplier TOR Systems has appointed Matt Steans as their new Support Desk Manager.

The support desk position is seen as an essential role as UK-based family firm TOR systems, whose customers include the National Memorial Arboretum, British Museum, Imperial War Museum and the Royal Pavilion, continues to expand its offer and personalised support system for clients.

Matt joined TOR Systems in 2020 as part of a planned implementation to develop improvements in support delivery and provide an extended contact point for clients and has 10 years’ of experience working in IT Support, mainly in the leisure industry.

Commenting on the appointment, Daniel Jordan, Managing Director at TOR Systems, said: “The heart of our business is people who genuinely understand the visitor environment from the front end.

“We started off as an operator that was unable to find a ticketing system that could deliver all that we wanted.

“Matt’s experience in the industry, as well as his technical knowledge, makes him a valuable front line addition,” he added.

Since taking on the role, Matt has relaunched the Service Review Meetings, which give clients their own time to talk to him and discuss any problems and queries as well as provide any important updates.

He has also implemented several new processes, which have provided a more streamlined approach and improvements to client support.

Matt’s career began as an IT Support Analyst with Merlin Entertainments, based at Alton Towers Resort. There he assisted in supporting all IT Systems across Alton Towers and other Merlin Attractions in the North.

During his time at Merlin he worked his way up to Senior Support Analyst and eventually the IT Team Leader at Alton Towers where he was responsible for all IT Support across the resort.

He later moved to the role of IT Support Team Leader for Novus Property Solutions, where he was able to gain experience of IT Support in a completely different industry.