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The Successes and Challenges of Working in an IT Help Desk environment

Hello, I’m Kieran, one of the Helpdesk Engineers at IT Works. I have been fortunate enough to have my very first job at IT Works. In August this year, I will have been at IT Works for two years.

A little bit of background on me – I grew up in Lower Hutt, New Zealand, have two parents, a brother, two cats and one dog.

Computers have always been one of my keen interests. My very first computer ran Windows 98 and had dial-up. I remember being five years old and was very excited to go on for the very first time.

I was able to get my first laptop when I was 13, an old HP Pavilion (which still works!). It was very slow and inspired me to teach myself how to build my own computer. I was able to do this and finally built my first working computer just after my 16th birthday!

From there I have continued to upgrade my computer and have taught myself many more things. I have built on this knowledge and went to study at WelTec when I was 19, where I studied IT. Now after a few more years and a few more qualifications, I am working at IT Works! My day to day includes answering phones calls, diagnosing problems and fixing them. Working on the help desk has helped me greatly. I have learnt how to communicate effectively with people, how to deal with challenging situations and how to resolve issues in an efficient and timely manner.

I have found that my interactions with clients can have a significant impact on my day and how I feel. Some days I get to deal with some lovely customers. They really make my day and make me proud of the work that I do.

There are also times where I might have more challenging interactions with customers. I do my best to get the issue resolved and not take the negative interactions to heart. Pressure to get something working right now can sometimes come across as short, sharp communication which is not always effective in getting the message conveyed to the other person. I understand that no-one is perfect and sometimes they may just be having a bad day! Resilience is an important skill to work on, and I continue to develop my capability in this area of my life.

As I look to my future at IT Works, I continue to expand my knowledge in many different topic areas. At the end of 2023 I became certified in a phone system called 3CX. This knowledge has helped me greatly in my work and means that I can support my colleagues and customers even more.

Working at IT Works has been one of the best decisions I have made. Getting to work with a great team, and supporting some great businesses makes me happy.

Thanks for reading 😊

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