As part of the ‘People not products’ series on our blog, we spoke to our 1st Line IT Support Mark Caldwell to get some insight into his time at Aspen Solutions and what it is that makes our team special.
I have been with Aspen Solutions in the same role for 5 years, this year. I’ve remained passionate about the job and consistently challenged by the variety of the role. Each day is different and we’re always learning.
As 1st Line Support at Aspen Solutions, I am the first point of call for customers. Queries can come in via calls and emails, and result in triage of jobs and actions. I’m constantly busy throughout the day with queries that can range from simple password resets to more complex server requests. I see through every job I take on from beginning to end, so the customer has continuity and a singular point of contact throughout. Even when field engineers are out, I will still manage the job remotely. There is a real focus on team, we all want to support each other and make it a priority to ensure we’re all coping with our workload.
Prior to working at Aspen, I had a variety of roles in the IT Sector ranging from Tech Support and Training to Quality and Dispatch. That experience helped me get to where I am today, but I’m essentially self-trained from the early days of Windows ‘98!
Compared to my previous jobs, it’s the variety at Aspen that keeps things fresh and exciting. Being able to build strong relationships with our customers is a highlight – we choose fantastic people to work for and to be able to build a rapport and have a bit of banter with them each day is great. The management team is always approachable and supports all of us to do our best work. The Aspen team is really like a big family, and that makes our workplace so much more special.
Our goal at Aspen Solutions is to ensure you get the right support at the right time. Our interviews are another way for you to see how important this goal is to all of our team. If we can help you, get in touch today to chat to us.Back to previous