Information Technology Helpdesk/​Support Technician

Tom: A Service Desk Analyst is someone who monitors and seeks to rectify any issues that are going on with networks and any telecommunication issues that our clients and customers could be experiencing. We're a middleman between the customer and the experts.

Well what we can do to resolve that is just do a password reset. No problem.

Our team is split into two parts. We have incidents and requests. The incident team take calls from customers that are experiencing faults. It can range from faults on their equipment or an entire site or an entire network across the country. I would work with my team to help resolve those issues as soon as possible, whether or not that means configuring something on our side that I can do through our many tools and applications or if it means assigning the ticket or the fault to the right team, the specialists. We need to get those sorted within a time frame and that means productivity, collaboration, fast and effective troubleshooting.

Is this just limited to that one application or is it all of them that you can't access?

And is that issue just related to yourself or are there other people experiencing that issue as well?

On the request side of the fence we deal with new broadband connections, new mobile connections, hardware, installation, responding to people's requests, logging these requests, monitoring them, managing them and seeing them through.

As soon as I’ve submitted the order I’ll let you know. I'll give you the reference number as well and we'll be in contact with you as soon as possible with an update.

Providing a good customer experience is always key.

Just give us a call back and we'll be more than happy to assist you further okay.

We'll keep in touch with the customer. If they need anything else we'll make sure that they're engaged and they're up to date. The end goal is to just resolve these problems and fulfil these requests as soon as possible and in the best way possible.

No worries, you have a good day.

Take care, bye.

It's always good to see if we can leave a smile on their face when we hang up.

Other aspects of the day can entail meetings with clients, with customers, meetings with management and collaborating with the people that are around you. It is a lot of emails, a lot of calls.

Okay yeah no problem at all.

Be prepared for that but to be honest it's probably the best part of the job. It keeps you stimulated, keeps you on your toes.

Okay thank you very much, you have a good day okay.

Enjoy the weather down there.

Bye-bye.

To be a Service Desk Analyst you don't really need any prior qualifications. The most essential skill for you to have is just be generally polite and just make sure the customer feels like they're getting the assistance they need.

You need to be able to converse clearly, work well as a team definitely. When you first get here it's new, it's fast-paced and it's professional. You sit down in an office, buzzing. There's a lot of new things that get put in front of you. A lot of new applications, essentially a new language. Looking at that you're like oh my god. Am I going to be able to do this? The answer is yes, you can. All the technical stuff that you need, that is provided to you as you go.

And then essentially that is everything we do.

You're never alone and I think that's key. As long as you have that drive. If you're positive and you put in the effort and the hard work, you can do it, you can achieve it and you will be given the chance to do that.

For me the most rewarding thing is having a difficult task be presented to us and working as a team, breaking it down and resolving it. I also get a great sense of achievement when I get a call from someone who's a bit distressed or not as tech savvy. I think if you help that person get to that end point and just help people in general, I feel like that's great. For me that's the biggest part of the job.

Overall this role is fantastic for someone actually starting off in this industry. It's a good way to build bridges, make new connections and also see where it is that you want to go. There's a lot of options. You're not alone and the people are open to teaching you new things. It is a springboard to other places.

Yep no problem at all.

Okay you have a good day, thank you very much for your time.

All right take care bye bye.