What is your current role and how long have you held this role?
I am currently managing the Service Desk team in Victoria. The team supports several clients in different lines of work/industries. I’ve been in the role since Oct 2020.
How did you choose your specialisation and why?
It was all down to interests and opportunities. I was lucky to have been around people involved with IT and was able to get some guidance around it. The opportunity came up to have face-to-face discussions with people in the field, who talked to me about the pros and cons of the field. This helped with my decision-making in studying IT.
What does a typical day look like for you?
Oh wow! I wouldn’t know where to start. Oh well, here goes…
I try and get a few things done before the majority of the team starts. I normally go through my emails first thing in the morning and immediately respond to anything that needs to be worked on. I go through all system alerts to ensure we don’t have any outages/high-priority issues in place. This helps, as should there be an issue that came up overnight, and if we can resolve any outages before the client starts, they won’t have any downtime, so as far as they are concerned, it is BAU.
The rest of the day is about assisting the team with guidance on troubleshooting and resolving issues, 1-on-1 meetings with each team member, review of tickets, dealing with escalations from clients and account managers, working on system alerts etc.
No day is the same, but the above is a summary of what my day looks like. 😊
What is your favourite part of your role and why?
Working with the team is my favourite when it comes to my role. The team is made up of individuals of different backgrounds, personalities, and experiences. Everyone is willing to help each other, and support one another, which makes my work a lot easier. I enjoy being able to work alongside them, and assist them where possible, which results in a shared positive outcome.
Where could you or others in your position go from here?
It all depends on what one is after.
The next step is to lead a bigger team, or go into an operations position such as Service Desk Manager, or IT manager, depending on the business structures.
Could someone with a different professional background transition into your role?
I guess so – in that they can manage the team as a leader, but when it comes to the technical side of things, this will be challenging. You would want to have the same/similar background to be successful in the role, as a lot of the work that I do, involved technical knowledge and skills.
What was the most exciting task/project that you have worked on?
This is an interesting question. I look at all tasks equally. For me, If/when I work on a task, achieve the desired outcome, within good time frames, and it results in a happy client, is always exciting.
What are some challenges that you face?
Being a Team Lead has its challenges. One of the biggest challenges is making sure everyone is happy doing what they do. Part of my role includes making sure my team is motivated and able to provide the best / highest level of service possible.
As every individual is different, what works for one may not necessarily work for another. This also applies to our clients, where one would be happy to get a specific solution in place, but another would not. I have to try and work around this to achieve the desired outcome.
What advice would you give to graduates that are looking to get a career within the IT industry?
The industry is quite wide. There is and always will be a need for IT experts, whether it lies in infrastructure/cloud, software, DevOps, Security, etc.
I always say, to take it one step at a time, and have a plan in place. If your end plan is to be a programmer, then look at the pathways to become one, and the same with cloud/security/DevOps etc.
Try and get role-relevant certificates under your belt – this is also very helpful.
What sets Nexon apart from other leading Managed Service Providers?
Nexon is growing at a very high pace, and with growth, means more exposure and experience.
More and more clients are coming on board, and this is allowing as engineers to learn a lot from their environments, at the same time, be exposed to a lot more technologies as they go along.
The support one gets from the organization (Nexon) is like no other, and there are so many growth options available. Nexon is made up of several different departments/fields, allowing one to move to where they feel their strength lies, like Unified Comms, Security, Cloud etc.
In your opinion what is the culture like at Nexon?
I love working at Nexon. You always get the support you need, and assistance where possible. There is always someone willing to lend a hand where you need it.
What was your interview process like? What kind of questions were you asked?
I can’t recall much, but it was a friendly interview. It made the environment quite relaxed, and eased all the pressure off me, that you would normally feel when being interviewed.
The questions asked would have been a mix of personality-like questions, as well as technical ones.
Are there any other comments you would like to share about your employee experience at Nexon?
If you ever get an opportunity to join the organization, DO NOT hesitate to do so. You won’t regret it.
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