| Name: |
Bryn |
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| Position: |
IT Helpdesk Support Analyst |
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| Team: |
IT |
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| Location: |
Aylesbury
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I have been in my role for the last 10 months, after moving from Customer Services. I work on the IT Helpdesk and am the first line of contact for answering the phone and email queries from customers. There are three of us who do this role so that we can cover the phones from 8am – 6pm. Sometimes I can fix the problem over the phone, if not this may take longer or be escalated to a second line of support. We receive about 30-40 phone and email queries every day.
When I’m not on the phone I help out the second line support people with troubleshooting and re-building machines. I enjoy a challenge and like to get to the bottom of a problem.
I believe my talents lie, not only in the skills I have gained from my previous role in Customer Service like relationship building and listening skills, but also my interest in the technical and hardware side of IT.
I see my career in Acco as moving up to a second line support function with more complicated problems or maybe in the infrastructure team. I’d still like to stay in the area that allows communication with other people.
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