The last week on helpdesk has been a little more challenging than the previous weeks as Andy has been on holiday. Although I feel that I worked well under the pressure and with help from Dayryl have been able to cope well with more calls. Although I wouldn’t call it being thrown in the deep end I’m glad that I’ve been tested with more responsibility and proved myself so early on in my career at CE Services.

I have also been working towards a Microsoft Certification in Exchange 2003. I’m doing this as a large majority of the calls we receive are regarding emails and having a formal qualification in MCE 2003 will be very useful.

This morning I has perhaps my most challenging call to solve. A customer logged a call because he couldn’t logon to his laptop as his profile was unable to be loaded. Essentially making only thing the laptop could do would be a door stop! This was the first time that I had seen this problem so I used my own initiative, problem solving skills and available references to identify the problem. I then instructed the customer on how to solve the problem by configuring the registry file. This worked and the customer was very happy with the result.

My name is Josh Skyner and I am the newest member of the CE Services team. I joined the company after graduating from the University of Central Lancashire and I am currently working on the helpdesk.  After being offered the position, I’m not sure I would of been if Mark had known what football team I support however!!!, I was happy to accept as the Helpdesk position was ideal for what I was looking for once I left university.

On my first day at CE Services I was a little nervous as it was my first career job. Once I arrived on my first day I was

warmly welcomed and given a tour of the office by Andy, who was been with CE Services for 18 years. Andy has helped me settle in on the helpdesk answered any questions I have and really just taken me under his wing. He helps me apply what I learnt at University to the fast paced IT support industry.

The most interesting thing I have done so far whilst at CE Services was my first on-site call. We were extremely busy one morning and all the engineers were already attending clients. One customer rang with a problem which could not wait; they couldn’t connect to the network. Over the phone I correctly diagnosed the problem, their network switch was dead. I then volunteered to attend the call out personally so the issue could be solved as soon as possible. I visited the company with a spare switch and swapped the switches around. This solved the problem and the customer was immensely pleased with the IT support service she received from me and CE Services.

I’m looking forward to gaining my Microsoft engineer accreditation, taking on more responsibility especially with network and server support.”