There’s a lot of misconceptions about working at a service desk. Many people think that all you do is take calls from angry customers. They also think it’s a boring job, without any prospects for the future. This is definitely not the case.
If you don’t believe us, let our consultants at Telenet and Brussels Airport Company convince you.
Go with the good flow at telenet.
Jolie and Kevin work at Telenet’s internal service desk. Their place of work might be on site at the client, but they still feel part of #teamAUSY.
Jolie: “I’m not just a number here. AUSY includes me in all its events. And then there’s all the fun activities we do with our team. AUSY helps me to grow in my professional career by offering many different trainings."
Jolie is Quality Manager and point of contact for the retail part of the service desk. Apart from this, she also works for some different projects, such as the Nextel migration. Kevin is Incident Manager. He studied at VDAB and started working for AUSY after he graduated. He got some first line experience before starting in his current position.
A day at the service desk.
Kevin: “I work at a service desk, but I don’t spend my day taking calls. We work in different shifts, so there’s a lot of variation to my week. Call taking is mainly a task for the people working the early and the late shift. We also have a walk in desk that should always be manned. This person is customer facing and solves every problem personally with the customer.”
Jolie adds: “The person working the on the fly shift divides his or her week between our most important locations. If you’re working this shift, you’re actually a mini service desk by yourself… We also have a BOM (back office manager) shift. This person works on different projects, such as migrations.”
According to Kevin, working at a service desk offers many career opportunities: “It’s obvious you can make your way up to second level support, but there’s also a lot of possibilities within first level support. You can for example become SPOC (Single Point of Contact) for our partners. Very interesting!”
Kevin tells us what a standard working day at Telenet looks like: “When users encounter problems, they log tickets through different channels. Level one support mostly deals with account or Office 365 related problems. For retail, on the other hand, we use a portal which gives us an overview of shops that are down, the wifi that’s available …”
“We only offer support to the internal employees, not to customers. So we don’t get many angry calls,” says Jolie. “But things still go wrong once in a while, and sometimes the users aren’t satisfied with our service. This is where I step in. I try to contact the person in question to talk about the problems we encountered and to find ways to improve our service.”
She continues: “In this context I also give an ACE (Amazing Customer Experience) training to all the starting AUSY consultants. For Telenet (and for AUSY), soft skills are just as important as technical skills. And this is something you can train. Telenet attaches more value to the quality of your service than to the number of tickets you close per day.”
Watching the planes fly by at brussels airport company.
At Brussels Airport Company, consultants Niels and Gregory tell us how they grew, with their team, from a position of pure consultancy to a role in which they can help build the future of the company.
Gregory is team lead since the beginning of 2019 and Niels is his back-up team lead.
Variation, environment, dynamics.
“If I had to describe my job in 3 words, I would choose variation, environment and dynamics,” says Niels.
He explains: “Brussels Airport Company is a big, dynamic company. We work from the main building, but you can actually find us all over the airport. We also work with many different partners. You don’t just sit behind your desk all day, you also get to explore the airport. A while ago I had to go to another department in a different building. I walked 6 kilometers that day… ;-)”
Niels: “Officially, we provide level 1 support, but in reality we also often work at second level support. We’re not just responsible for the communication for specific problems, we actually solve these problems. For example: if someone needs a new email address, we don’t just handle the ticketing and the dispatching. We also create the email address.”
“Brussels Airport Company wants us to work proactively on projects such as automation, the company’s future, innovation …,” says Gregory. “This is an additional challenge on top of our daily tasks. Furthermore, you learn a lot about the company.”
Many different people work at Brussels Airport Company: architects, electricians, plumbers, engineers … According to Niels, learning to communicate with these different persons is a great way to develop your soft skills. And these skills are very important to AUSY.
Niels: “You can have all the degrees you want, if you can’t communicate with your clients, you can’t do anything at a service desk. So don’t be scared to apply for a job if you don’t have a lot of experience or a fancy diploma. As long as you have a strong basic knowledge of IT, you’re welcome to try. In this sector, it is easy to gain technical knowledge through experience. Plus AUSY is glad to offer extra training if needed. In short, if you’re open, enthusiastic and eager to learn, we can definitely use you in our team!”
“And that just happens to be a very cool team,” Gregory adds. “We often grab a drink or to play sports together. At the office we have a lot of fun as well. Sometimes even too much fun, then I have to step in as team lead…,” he laughs.
The boys agree that they get a lot of freedom to handle things the way they see fit. “And even if you are stuck on a problem, there’s always 8 other persons in your team that can help you,” Niels concludes.