We can hardly believe that we’re writing this blog welcoming Phil to the team as it feels as if he has been with us for far longer than a couple of months. Joining us as a Helpdesk Analyst, Phil is in his element as he brings a wealth of knowledge and experience in helpdesk management.

To find out more about Phil and his role, we thought we’d find a spare 10 minutes to ask him a few questions.

Phil, could you tell us about your background in IT?

For as long as I can remember, I’ve always been interested in computing, which is why I chose a career in IT. I’d had a few technical roles before joining a company specialising in software solutions for the dairy industry. For 13 years, I worked as an Applications Support Specialist where I managed all manner of software-related queries. Holding contracts with some of the biggest dairy brands in the UK, I supported clients nationally, and so it was a busy role.

Why did you choose to join Agile as an IT Helpdesk Analyst?

I applied for the role at Agile Technical Solutions for a couple of reasons. Firstly, I like how Agile is a local IT company supporting local businesses. Being from Colchester myself, this really appealed to me. Secondly, the role is perfectly suited to me as I have a lot of experience working in remote IT support.

What does your role at Agile involve?

I make sure that the IT helpdesk runs smoothly, that client queries are dealt with quickly, and that everyone is satisfied with Agile’s service.

Usually, I am the first person a client will speak to about an IT problem. Nine times out of ten, I fix the issue there and then, but I will escalate it to someone else within the team if the problem is more complex.

What do you enjoy most about working for Agile?

It’s a great environment. Everyone helps each other. I can turn to any technical team member for advice and vice versa.

Also, no two days are the same. Even though I am in a similar role to the last position I held, my role at Agile is far more varied as I support clients in many different ways across multiple sectors. One moment I’ll be answering a helpdesk query from a school and the next from a firm of accountants.

What would you say are your strengths?

This is a hard question to answer without sounding like I am singing my praises, but I’d say that I am calm under pressure. When people call Agile’s IT helpdesk, they understandably want a quick solution to their problem, and so I work methodically and calmly to fix the issue.

A big part of my role is also explaining things clearly to clients in plain English and the technical level they are most comfortable with. By asking the right questions, I am able to find the right solution.

What do you like to do outside of work?

I like to keep busy. At the weekend, I can be found renovating my house, most of which I do myself. When I am not learning new DIY skills, I enjoy socialising with my friends and hosting the odd BBQ.

As the team at Agile know all too well, I am also a keen gamer and love introducing people to virtual reality gaming as the experience is so immersive.