A day in the life of…a Service Desk Analyst!

May 7, 2015

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We take a look at what it is like to work in the world of IT! A Service Desk Analyst at Plan-Net got in touch with Remit Training to give us an insight into his day at the office…

Morning

My first job of the day as a Sevrice Desk Analyst is to log into various syastems that will assist all customers with their support needs. Taking calls is a key part of my role, the customer we support are mostly internal and can vary from retail branches to accouts to security and media.

We support a variety of different issues dealing with hardware and software related networks or servers. The issues that customers call us about can vary from ‘I cannot access my email’ to ‘my screen is not working’ to which we offer our support and look for the best solution!

Afternoon

After a short break Service Desk Analyst’s return to the phones to take any further enquiries. We currently fix approximately 80% of our customers IT issues within the first call and are always on hand to offer tips, instructions and support.

The office has a great social atmosphere. We have a ‘relaxation area’ where people can sit and watch television as well a games room that consists of a pool table and table football which all the staff make good use of at lunch!

In the afternoon our Team Leader holds ‘huddles’ with the team to go through any relevant changes or new processes happening with the busiess. The Team Leader also conducts monthly one to one meetings with all staff members to arrange further training sessions that could benefit us and enhance our knowledge of the industry.

 

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