A day in the life of - Rashpal Soor, 3rd Line Anaylst in Group Team

"I’m quite diverse in my approach, so my day consists of dealing with a variety of issues.  

This can range from simple fixes such as applications not opening, stocking and products to the more complex issues such as SQL and network equipment functionality."

My day starts when I make my first cuppa in the morning and start planning my workload for the day, before the phone lines even open.
 
We have been kitted out with all the necessary digital tools required for us to work through our day, reliably and comfortably. This will involve raising and updating tickets regularly, along with following escalation paths to speed up the resolution for an issue. All calls have to be answered and resolved within our client ‘SLA’s’ – (Service Level agreements).
 
I’m quite diverse in my approach, so my day consists of dealing with a variety of issues. This can range from simple fixes such as applications not opening, stocking and products to the more complex issues such as SQL and network equipment functionality. The simple fixes are completed in a matter of minutes and the more complex issues can take anywhere up to half a day to rectify sometimes. All this, plus actively helping my colleagues on problems they encounter as the day moves on, keeps my day dynamic and busy.
 
Seven of us in our team means we’re a lively bunch! So there’s never a dull moment. We have got every personality imaginable, moulding and shaping the environment to be a lot more exciting than ever described in black and white. We have backgrounds in technical IT roles, retail and leisure operations and customer service /helpdesks.


 
© Copyright 2008. Website designed by Captiva Marketing