Alannah: I work in the Livingston team, offering IT support for a large public sector client. I take calls from customers, in my case, my client’s employees, and troubleshoot their IT issues to find a resolution. In some cases these issues can be resolved straight away, for example resetting of system or application passwords.
Nathan: It’s the same for me in Crewe. Sometimes I can resolve the issue myself, for example resetting a password or running a script on a computer. However, there are other systems and issues that I am unable to resolve over the phone. In these situations I gather the relevant details and refer the issue to another team to investigate and resolve the issue.