Behind the Screens: Get to Know Dan the Helpdesk Manager

Say hello to Dan! Having joined 7 years ago, Dan has seen every area of helpdesk operations. From going from First Line Support, and now becoming Helpdesk Manager, Dan oversees all things helpdesk.

To learn more about Dan and his work day to day we asked his a few questions…

What I enjoy most is the problem-solving nature of the work. Every project presents a unique puzzle, and I love the flexibility and autonomy to design creative software solutions while continuously learning new tools.

Documentation. I’ve got a keen eye for details and like to ensure that everything across the organisation organised and well documented. I spent a number of years implementing a documentation platform that gives us in-depth notes on every client from regularly used software installation instructions, key services/devices used, third-party contact information we work with to support our clients and authorisation lists to ensure the flow of information out to members of their team are regulated. Obviously IT moves quickly so this information is constantly monitored and updated with the latest trends and changes.

Typically I can be found catching up with a bucket list of anime, catching up on a good book or most importantly catching up on a large back catalogue of time-consuming games. My journey with games began at the age of five with my dad’s Sega Mega Drive and a copy of Sonic the Hedgehog. Years later I acquired a console of my own, the N64, and upon mastering Ocarina of Time my passion for games snowballed with my console list and game catalogue growing wildly out of control. The obsession for games led me to study their development in university where I found I had a great interest in game history and was a fairly competent animator and doodler.

I’ve had a number of roles over my team here working from the trenches on the helpdesk answering any and every inbound calls from our clients, through my time as a Process lead honing our tools and processes to my Lead and Management roles in which I oversee the entire helpdesk.

The team culture is supportive and collaborative. The team always has each other’s backs—whether that means jumping in to help when someone is overwhelmed or sharing feedback openly so everyone can grow.

Very busy. I’m always working on something whether that’s monitoring and catching up with my team, speaking to clients and getting feedback on current service levels and expectations or getting new systems/documentation built out to streamline resolutions and improve life on the helpdesk.

Work hard, play hard — we’ve seen Dan in action on the supporting our clients, now let’s peek behind the screen and uncover some of the fun stuff!