Q&A with our Junior Support Analyst Daniel Clarke
Join us in congratulating
Daniel Clarke on his one – year anniversary at ESP!
Dan joined the team back in 2017 as our Junior Support Analyst with the responsibility of supporting customers with their issues and queries regarding our ESP software and hardware. His role requires him to be the first port of call, carrying out diagnostics to identify where the customers issue lies and in turn resolving the issue.
In honour of Dan’s one year at ESP we sat down with the computing graduate to learn more about his role.
What made you want to apply for the role of Junior Support Analyst at ESP?
I have always had a keen interest in I.T even prior to university, after graduating I felt this role was a great opportunity to invest the knowledge that I had already learnt and learn new skills that I can apply to work and everyday life.
It’s also convenient that the office is based in my local area.
Could you talk us through a brief day for Dan in the office?
My hours are 9-5.30 and during those hours I’m preparing any hardware that needs configuring and answering the phone to new and already open calls with customers. These issues could range from hardware issues to the software itself which I diagnose to reach a resolution.
What experience did you have prior to working with us?
Before working at ESP I worked at a fast – food restaurant, this was challenging but it was a customer focussed job and allowed me to develop on customer service skills and my communication, all which are an important aspect of my role now. I also gained a lot of knowledge from my computing degree.
What has been the most challenging aspect of the role so far?
We are dealing with multiple customers in a short amount of time, this can be challenging because they all have different issues.
In the past year, what skills have you picked up?
I have more of an understanding on Networks and Networking issues as well as Linux and commands.
I also have experience configuring different types of Hardware before they are sent off to sites. I’m constantly learning on the job and have a very supportive team behind me to guide me.
Lastly, do you have any advice for someone who is interested in the role of Junior Support Analyst?
As it’s a support role for customers you need to have a friendly and helpful attitude, enjoy solving a range of different problems and have a genuine interest in computing. You should also want to have a willingness to learn more.
ESP are currently on the hunt for a new Junior Support Analyst,
if this sounds like a role that yourself or someone you know would be interested in
please view our careers page below!