Level 3, Infrastructure Technology
My job summed up
My role on the Service Desk is First Level Support. We are the first point-of-contact for the customer, dealing with everything from password resets, outlook rebuilds, chasing up existing tickets and passing them to the support teams. Day-to-day, I deal with users with all sorts of IT problems and have to make sure I ask the right questions to be able to resolve their issues or refer them on to another team for support.
What impact do you feel you’ve had since joining?
I joined the apprenticeship program as I felt this was the best way to develop my skills both personally and technically. I’ve been able to develop my communication abilities, so I am able to adapt the language I use to the end-users’ technical understanding.
Since joining, I have progressed – completing buddy training to allow me to train new recruits and help them learn the processes and skills required by a Service Desk agent. I have also become Deputy Team Leader, attending meetings and helping convey any ideas, or help deploy new processes or update existing ones to improve the service.
What have you learned since starting you’re apprenticeship?
I have learned how to handle and control different situations and how to work as part of a team and individually. I’ve expanded my technical knowledge, which means I can help customers resolve their issues straight away and I am now able to pass on anything new I learn, or already know, to others in order to maintain the highest standards on the Service Desk.