Employee Spotlight: Heather Canning
26th March 2018

<img src="" alt="Heather Canning">

Introducing Heather Canning, Support Desk Analyst at Triangle Information Management. We asked Heather about her role.

I have been involved in supporting and proactively monitoring client Cognos estates for around 4 years and find my role varied and interesting. I joined Triangle Information Management in 2014 as an apprentice, studying application support, and have been working as part of the team ever since.

Day-to-day, I assist customers in ensuring that their Cognos estates are functioning suitably and troubleshoot when the occasional problem arises with our customers technology.

What is your role at Triangle Information Management and what does it involve?

In my role as Support Desk Analyst, day-to-day I assist customers in troubleshooting their technology when things go wrong in order to minimise down time and help our clients to get back up and running in the quickest time possible. I also carry out regular maintenance on BI systems such as IBM Cognos to ensure that the environment is functioning to its optimum capability.

There are currently two Support Desk Analysts, including myself, that operate and man the Triangle Support Desk. For peace of mind, several of our clients have access to our out of hours support desk, and it is our responsibility to be available 24hrs a day and put things right when they go wrong, even if it is the middle of the night.

Another responsibility I have in my role as Support Desk Analyst, is to ensure that all our support clients are on the latest fix pack version.

What do you do to maximise the up time of customer BI systems?

A big part of application support involves proactively monitoring our client’s BI systems on a regular basis, often daily. Proactive monitoring involves carrying out regular, predefined checks on our client’s BI system to ensure all systems are functioning as planned.

When we do spot something out of the ordinary and we need to take action, we notify the client and obtain their consent for any major changes. Ultimately, by proactively monitoring a BI system, we can maximise its up-time and provide our clients with peace of mind that their BI system is running and functioning as planned.

What do our customers say about Triangle’s application support?

To be an effective support provider, you’ve got to be able to rely on them. Triangle is always responsive, professional, knowledgeable and there whenever you need them.

Simon Freeman, Group MIS Director, Silentnight


We’re here if things do go wrong, with our friendly, responsive and knowledgeable Cognos support consultants. Here to answer your questions 24/7.

Explore Triangle’s Cognos Support

Posted in Employee Spotlight

March 26, 2018

Author Bio

Oliver Bowie

Oliver Bowie

Oliver Bowie is the Marketing Manager at Triangle. Oliver is committed to driving awareness of our products and services through creative and strategic thinking.

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