Developing and nurturing our team is at the forefront of our business as we see that our personnel are the key element of everything we do so it is great that this is recognised by others.
At the recent Suffolk Chamber of Commerce in Lowestoft & Waveney Business Awards held at the Ivy House Hotel in Oulton Broad, we were delighted that one of our team Daniel Perrin, was nominated as finalist in the “Apprentice of the Year Category.”
Unfortunately, Daniel was pipped to the post but being a finalist was a great achievement and something he and we are proud of.
Daniel, is currently on a BCS Level 3 Infrastructure Technician course, attending Norwich City College one day per week and working as part of our Helpdesk Team for the remainder.
This course involves 5 exams, one being a Microsoft MTA in Mobility and Device Fundamentals, and some project work. Daniel has excelled in passing all the exams and he is currently in the process of completing many projects.
He has been able to use what he has learned from the college at work. One of the units he completed was business processes. This included lots about different laws that apply to what he does, such as the data protection, the computer misuse act and the freedom of information act. This has helped him understand what information he can and cannot give to our customers.
Daniel is, daily, working on the front line with the rest of our Helpdesk Support team, responding to I.T. issues that our customers are experiencing.
He is actively fielding incoming calls and emails from clients who wish to request support, these are logged and acknowledged in accordance with Company SLA timescales. Daniel then autonomously and pro-actively, identifies the tickets that he can deal with and then contacts the client directly to investigate further the reported issue, diagnose and fault find, resolve and confirm with the customer that they are happy with the fault rectification before closing the call.
It is fair to say that Daniel is certainly exceeding our expectations. The entire team, all departments, see Daniel as an integral member of our team and they forget that he is only at apprentice level as his interaction with everyone is of a high, professional and efficient level.
In terms of his “on the job” learning, Daniel has developed his skills far beyond where we would have expected. Although is an apprentice, he is contributing to the business almost at the same level as our 1st Line Engineers which is testament to his hard work and commitment.