Making sure that I always come across approachable and friendly is always very important, especially when on site. This is as simple as opening with an introduction and being thoughtful when asking questions about any issues that need fixing. Even knowing people on a first name basis brings comfort and helps clients feel confident with asking any questions they may have any. I will always try my best to help with any issues a client comes to me with.

One large difference between my role and being on the helpdesk is that I spend most of the time out and about, travelling to and from different sites. Despite this difference we still all have our assigned tickets to complete. I will also try and lend a hand with anything the helpdesk needs, as they would also do for me.

As there can be lots of sites to visit in one day I often try and plan out each day before hand as sometimes it can be a little unpredictable. Making a plan helps with being able to get around to each site efficiently and relatively quickly. Although, sometimes this doesn’t always go to plan, as emergencies can crop up. For example, if a server goes down and the helpdesk are unable to get it working again remotely, it’s then my job to get over as soon as possible and solve the issue as this can prevent an entire business from running at times.

As a large part of my role is travelling to and from site, I am on my own for most of the day. However, whether I am on site or in the workshop the helpdesk team are always there providing support in the background. Even if I’m not in the office with them all day they are only a quick call away to assist with anything they can, even when I am busy on site.

Mark joined the team in the summer of 2018 as a Field Engineer and is often based on clients’ sites installing new hardware and delivering IT projects to ensure our clients can make the most of the technology available to then. During the COVID-19 pandemic unfortunately it meant Mark was quite limited to site visits due to most of the UK working from home, during this time Mark spent most of his time provisioning new laptops for clients to support home working arrangements and working with courier companies to deliver these up and down the country. It’s been great to watch Mark develop in his role and as a person over the last three years.