IT services and solutions for retail and hospitality

  • 1 Nov 2010

A Day in the Life of Help Desk Team Leader Anthony Collings

Anthony-Collings-150x150Ellie: As part of our new ‘A day in the life of’ feature, I’m about to interview one of Retail Assist’s Help Desk Team Leaders, Anthony Collings, to find out more about his job and what it entails. Anthony, how long have you worked for Retail Assist?

Anthony: I’ve been here for 4 Years now.

Ellie: What is a typical day at work for you?

Anthony:  At the beginning of the day, I have to make sure that everyone internally knows what they are doing, check Retail Service Desk and Ambercat (Retail Assist Service Desk software) for any p1 (high priority) calls. This ensures that we keep our clients up to date and do not wait for them to chase us. Then I generally just react to events and manage the Help Desk to ensure any jobs that come in over the course of the day get completed. This involves monitoring the ring times and call volumes to make sure we are achieving our client SLA’s (Service Level Agreements). I speak with clients throughout the day, both over the phone and by responding to and dealing with numerous emails. I also have to make sure that I’m available to help out any of my team if they need me.

Ellie: What would you say that you enjoy most about your job?

Anthony: Seeing problems get fixed is very satisfying. There’s also a great busy working environment on the Help Desk – all the team get on well. It’s good to get involved and make and suggest changes so that we can always improve.

Ellie: Equally, what aspects of your role do you find most challenging?

Anthony: The job can get a bit hectic when multiple clients simultaneously need support and call the Help Desk at the same time, so it’s important to manage your time to ensure that nothing gets missed.

Ellie: What previous experiences helped prepare you for your role?

Anthony: I worked in sales roles previously so was used to dealing with clients and speaking to people. I had little experience in management but have gained this ‘on the job’ working here. The key to enjoying the Help Desk is being able to work well under pressure and having a good sense of humour.

Ellie: That’s great thank you Anthony. If anybody reading this would like to find out more about working at our Support Centre in Nottingham, please contact our Human Resources Department on 0115 8533910.

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