Here at Highstream, we’re constantly working with our customers over the phone and on email, so we thought it’s about time you learnt a little more about the names behind the team!
Our first team member we’d like you to meet is Joe. Joe joined us over the summer as an IT Support Technician and is now a valuable and knowledgeable member of the team.
We sat down with Joe to see how he’s settled in to life at Highstream!
So, tell us about your background in the industry. Did you go to university? What about your past roles?
I did go to university but I never actually completed my degree! I attended the University of Chester to study Computer Science but during my first year, I realised that university wasn’t for me. I did manage to pass my first year though.
When I left university, I started an internet company with my friend. We had pretty decent success with one of our products being sold in 200 Currys stores across the country.
Fast forward to the beginning of 2018, I was volunteering in the IT department at Autism Together and gained a lot of experience working in a helpdesk environment. I was lucky to enough to be offered a paid position too.
Tell us about your first month working at Highstream.
My first month definitely wasn’t what I expected! I thought I’d be left to figure things out on my own but it was the complete opposite.
I was sat next to Shaun and he was absolutely brilliant and really patient with me in my first month on the job. He guided me through some of the more complicated issues and was always there if I had any questions.
I feel as though I’ve come a long way since I first started and have built some great relationships with our customers where they feel they can call me directly if they need any support. I’ve got to the point where I’m now helping others with the same questions I had when I first started and I hope to be as brilliant as Shaun was when he was helping me.
What’s one of the most common questions you get asked while on the help desk?
We get a lot of calls from people who have forgotten the password for their computer. It’s a really quick fix though.
The questions we get vary on a daily basis though so one day we could be dealing with relatively simple problems, but the next there could be some really in-depth issues that need escalating. No day is the same!
What are the top three things on your desk that you couldn’t function without?
I’ll skip the obvious things like my laptop and monitors – but I definitely wouldn’t be able to function without my notepad. I’m always jotting down notes, whether it’s a problem I’m working on or a reminder to call someone back. I’d be lost without it.
Water is always another important thing I can’t function without. I always try to stay hydrated throughout the day.
What’s one of the first things you learnt on the job?
One of the first things I learnt on the job is to ALWAYS ask! If I don’t know how to do something, I’ve learnt to always ask someone. I was told on my first day that I shouldn’t feel like I have to deal with things on my own and at Highstream, it’s important to make others feel supported. And it’s true – there is always someone that I can go to for support whenever I need it.
And finally, if you were given the chance to buy any gadget or device, what would it be?
It would have to be a VR headset to play games on, or watch movies!