This week, we shine the spotlight on Ian Hopkins, who is an IT Service Desk Analyst based in our Head Office in Derby. The IT Service Desk team are the first point for contact for colleagues across the company who have an IT issue, no matter how big or small it is!
Ian said: “I’m currently working as a Service Desk Analyst and along with the rest of my team we support colleagues in their bases all over the UK, as well as our homeworkers. I’ve been in my current role in DHU for about 18 months and prior to that have over 12 years experience of working within IT, most of which was specialising in end user support.”
“A typical day is very busy. We can get a lot of phone calls and emails from people about both hardware and software IT issues. We triage all the incidents raised to us, assign a priority and then resolve them. Our aim is for a first time fix when we can!
“It’s not all about fixing IT issues though, we take a proactive approach to work and are constantly trying to improve systems to stop problems from happening. Likewise, we try to support colleagues with their IT by putting together fixes and guides to help with many of the common problems people face.
“What I like most about working for DHU is my colleagues and the company values. Everyone is very welcoming and helpful. There is a lot to learn and you are fully supported by everyone. I am always proud when we make a difference which impacts more than just the person on the other end of the phone.
“An interesting fact about me? When I’m not at work I am I am a qualified Tae Kwon Do instructor and umpire!
“If I were to to give anyone any advice it would be ‘don’t be afraid to ask, the only stupid question is the one you don’t ask.'”
Thanks to Ian for telling us about his role and keep your eyes peeled for DHU’s next #WhatDoYouDo.
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