A Day in the Life of… An IT Support Executive

Hi, my name is Krystal. I’m the IT Support Executive for LTT Vending and I‘ve been working for the company for over 3 years. My main duty in the role is to provide IT support for the whole company (Freedom Refreshments) across all four of our offices, Leeds (HQ), Rugby, Lewes and London, as well as our field based staff.

Hi, please could you introduce yourself and let us know what your role is and how long you’ve been at LTT Vending?

Hi, my name is Krystal. I’m the IT Support Executive for LTT Vending and I‘ve been working for the company for over 3 years. My main duty in the role is to provide IT support for the whole company (Freedom Refreshments) across all four of our offices, Leeds (HQ), Rugby, Lewes and London, as well as our field based staff. I started with the company in 2014 after completing a foundation degree in Computing, so I had very little work experience, but this was not a problem as over the three years I quickly increased my knowledge and skills set extensively. This has led me to managing and maintaining the IT helpdesk, training and supporting our IT apprentice whilst also being involved in some individual projects.

What does a typical day look like as an IT Support Executive for LTT Vending?

No two days in the IT department are the same, we are always challenged with different issues, which keeps the brain working! As an IT Support Executive managing the Helpdesk, supporting my colleagues and keeping them happy is the main priority. One day can include chasing outstanding tickets with our 3rd party support companies, the next will be internally connecting up to our remote users PC’s to solve any problems they may be having. We try and speak with users over the phone to provide great customer service, whether that be to ask for more information on a ticket they have logged or just a follow up call to see how they are getting on and if they are happy with the solution.

Other days you may be given different tasks throughout the day by the IT Group manager such as, researching and looking for hardware that needs to be purchased, testing for new updates to our applications, creating quick start guides or writing and updating user manuals- the role is very varied.

What do you like most about your role?

Constantly busy. I may be sat at my desk for the majority of the day, when I’m not up looking at PC’s, printers and desk phones here at Leeds, but I am always getting on with something. My role is quite flexible and I am always on hand to help out other departments if staff are away, which I like as it means I get to learn something new.

Do you have a certain approach with every colleague or do you tailor it to their needs?

We follow a process for Helpdesk regarding the logging of tickets, dealing and completion of tickets however, we treat every colleague how we would expect to be treated. I am always willing to help and go the extra mile if needs be, which feels great when you receive positive feedback.

How do you ensure that the standard of service you offer is to a high standard?

One of the main areas we focus on in the department is customer service. We treat everyone equally and always try to meet the customers’ requirements. We prioritise our work load so if a user logs something that is more urgent than something else we are working on we will endeavour to sort the problem with a higher priority. However, we always explain our actions and keep our users up to date at all times with the process and status of their tickets. We try to speak with our users first either face to face or over the phone. If we cannot contact them this way we will then IM or email them, this is to understand the issue better, ask more questions, chase or follow anything up.

What do you think is the biggest benefit to the company having an IT Support Executive?

Because we are currently a small department the biggest benefit is that I am here to cover the majority of the helpdesk if our apprentice is on annual leave or college. I am here to make smaller decisions that need to be made and to cover other tasks in the absence of the Group IT manager. Tickets are escalated to me as 1st then if they cannot be resolved I will escalate this to either our Supply Partners or our IT manager.

Do you enjoy working with supply partners?

We have three main supply partners, which I speak to frequently over the phone and have a good relationship with. I’ve also had the opportunity to meet some of our supply partners which is great, as I get to put a face to a name! I enjoy working with them, due to the vast amount of knowledge they have in different areas and willingness they have to help with any problems or questions.

How supportive are the supply partners with unusual requests?

As mentioned previously our supply partners are really helpful and will try to deal with any request that we give them. If, for some reason, the request cannot be dealt with by the 1st line of support it is always escalated quickly and efficiently to ensure the issue is dealt with. We work as a team with the supply partners and always look at what options are available to ensure needs are fully met.

How do you ensure that the working relationship with supply partners is maintained?

I always ensure I keep in contact with them regarding any calls that have been logged with them and ensure I answer any questions they need answering. They are never short of hearing my name as I like to keep regular communication to ensure everything is running smoothly and on time.

What type of projects do you get involved with?

Whilst working for LTT Vending I have been involved in a few different projects such as; creating an operators manual and mobile app for the field based staff, which I feel may be one of my best achievements since working here. Recently I have created two process maps; one for the process of logging a ticket to helpdesk and one for the process of new starters and leavers. I have then gone on to write user guides and manuals and provided the training to the end users. I have also been involved in team projects where I had to complete several individual tasks towards the overall completion.

Do you enjoy getting involved in these projects and knowing that your input is contributing to the success of the business?

I really enjoy being involved in the projects as it provides me with a sense of responsibility and also gives me something to work and aim towards when the project is completed. It is something I own and can be proud of. I look forward to the feedback afterwards whether it be positive or constructive as it then allows me to work on making it better the next time. Being involved also allows me to put across any ideas I feel may benefit the department and business.

Want to become an IT Support Executive like Krystal? View our IT Support Executive Vacancy here.