I have been at RM for nine years and joined when the College of West Anglia transferred over to RM as a customer. I initially worked as a Service Desk Analyst. I joined as the college wanted to create a service desk. Before that I had worked in various roles but always in customers services.
After working as a Service Desk Analyst I was promoted to Service Desk Supervisor. I took over line management of another. I then moved into a project coordinator role. When the Operations Manager left, I took over the role on an interim basis before moving into the role on a permanent basis.
My current role is a really varied role. I still pick up service desk and operational matters but I also manage a team of 5. The team consists of a local service desk, engineers and a support consultant. I work alongside the Tech Authority to provide the support to the College. I also get involved in project management and making sure we have the right technical support and roles for projects. I have been fortunate to be involved in some really interesting projects including new buildings and, front of class upgrades and cloud moves.
Over the years I have built a good relationship with the customer. The relationship has been built on trust and honesty and they have a respect for me. They know we are delivering the best service we can to support the 600 staff working in the college.
One thing that hasn’t changed is that I still enjoy fixing things and resolving peoples problems. I like improving things for the customer. I also work closely with the technical enhanced user training who train the staff. I believe that you need to bring your end users with you on the journey to really make technology successfully.
RM have been good to me and very supportive. When I joined, I didn’t have a technical background or a degree. I was a single mum who simply worked hard and I have been rewarded for it. I am proud to work for RM as it’s a good brand. I am proud of what I have achieved since I joined with RM’s support.