Tristan Thomas

Service desk agent

ITVET Ltd

Bishop's Stortford, Hertfordshire

09.2023 - Current

I have been working at ITVET for 1 year and 5 months, where my role is to ensure excellent front-line customer service while facilitating the flow of requests and issues through a network of escalation channels and departments.
I was given this amazing opportunity straight out of college with no prior relevant work experience, and it's enabled me to kick-start my career.
Throughout this time, I have expanded my skill set and knowledge while committing to a company that has, in recent times, become a highly respected, high-end service provider.
This role has not only equipped me with the skills and knowledge I need, but it is also a place I can call my second home, as I’ve made many friends I attend frequent social events with outside of work. This gives me the confidence to reach out to others for support, which I also make sure to reciprocate.
Recently, I was entrusted with the task of training two new starters in my department, allowing me to demonstrate my skills and emphasise that collaboration is one of the best ways to accomplish tasks effectively.
On a typical day, I will be taking up to 35 phone calls and log tickets, addressing those sent by email also.
A priority when handling tickets is to gather as much information as possible. This is especially the case when escalating, as the assignee can proceed efficiently with resolving the issue.
For example, if a client reports a phone fault, I first ask how many people are affected and explore possible fixes before escalating the ticket.
Recently, I have been granted access to remote servers, allowing me to ping IP addresses and verify their activity. Many of the calls I handle involve Microsoft-related issues, and I often remote into the end user's machine to troubleshoot.
My knowledge of Microsoft 365 and Azure platforms has significantly grown through this hands-on experience, and I am now able to address most technical issues without breaching the SLA time frame for resolution.
Collaboration with senior engineers and technicians has exposed me to different approaches, which has helped me adjust to more efficient processes and methods. In time, I will have gained enough experience to transition into a technician role or potentially a project engineer position, depending on demand.
Alongside my on-the-job training, I have earned certifications such as the MS-900 and AZ-900, which reflect my understanding of how Microsoft-based tools can benefit businesses and promote autonomy.
One of my proudest moments was handling a more complex IT issue during a site visit to a local food bank. The team there was experiencing widespread connectivity issues, affecting their ability to access certain applications and data records. I worked quickly to diagnose the problem, resolving an issue with the network configuration and implementing a more efficient solution. I was able to complete the task within a short time frame, minimising downtime and ensuring the charity could resume operations without further disruption.