People make the job for this graduate
Published: 09 May 2016
Name: Sean Sutherland
From: Wick, Caithness
Job title: MPS (Managed Print Services) Helpdesk Senior Agent
Works at: Xeretec Scotland
Qualifications: HNC Computing, HND Technical Support, BSc (Hons) Computer Network Management & Design
WHAT DOES YOUR ROLE INVOLVE?
Xeretec is a leading managed print services provider and as part of its managed print service (MPS) team of 20, it is my job to help remotely
manage the company’s printer devices from around Europe and offshore.
As part of this team, I am responsible for four agents whose main duties
are to provide printer technical and troubleshooting support to customers, liaise with engineers for call outs and supply customers with consumable parts. As part of managing these four agents, we have to ensure we are meeting our technical support targets to help enhance customer satisfaction.
WHAT IS YOUR JOB’S BIGGEST CHALLENGE?
Being a helpdesk agent means we are faced with challenges every day as our primary role is to help solve technical issues our customers are having. So the troubleshooting part of my role is a challenge, however it is also a great feeling when you are able to resolve an issue quickly for a client.
WHAT IS THE BEST THING ABOUT YOUR ROLE?
The people I work beside. We are a very close-knit team and often help each other out, especially if another agent is having difficulty troubleshooting an issue. It is also important for us to work together in order to meet our targets.
WHAT WOULD BE YOUR BEST CAREER ADVICE?
Qualifications are important, however having experience in your industry is key. The more experience you have then the more knowledgeable you become.
WHAT’S YOUR DREAM?
My dream is to progress as much as I can in Xeretec, but I’d also love to own my own bar as a side project when I am older.