Job Profile Questionnaire

Lisa Nazir - Helpdesk Agent

Community and IT Services

Describe a typical working day
The IT Helpdesk is a busy, frontline support team that deals with incoming telephone calls and e-mails from colleagues across the Council, including Schools, reporting ICT related and Telecommunication faults.

As a Helpdesk Agent, my main duties are to log the fault details onto a computerised Helpdesk call-logging system for the customer and then trying to fix the problem at frontline.

If it is not possible to resolve the problem at frontline, I forward the call to a 2nd Line or 3rd Party technical support team to resolve the problem.

The IT Helpdesk is also responsible for maintaining the Customer and Equipment inventory databases, conducting Customer Surveys and carrying out courtesy calls

What attracted you to working for us?
I joined Tameside Council as a Youth Trainee. I had just left School and was attracted by the fact that I could work and study for further qualifications at the same time. It was also local to my home and the different opportunities within the company, along with job security were all important factors to me.

What advice would you give someone looking for opportunities in this area?
As a Helpdesk Agent, it is important to have good communication skills and the ability to work well as a team.

Word-processing and telephone experience would also help anyone considering a career in this area, as these are the main tools that are used for the job

What qualifications or experience are essential for this kind of work?
Telephone or Call Centre experience would help, but I found that the best way to learn this particular job was through "on the job training".

The ability to problem solve, think quickly and work under pressure would also be an advantage.

What is the best thing about your work?
I am very customer-focussed so, for me, the best thing about my work is the sense of achievement that I feel when I have managed to help a customer to resolve a problem. That is very rewarding!

What opportunities does your local authority provide you that you cannot get elsewhere?
The Council does encourage professional development. I was able to undertake study courses to gain qualifications, as well as attending training courses to gain knowledge and experience.