Meet the Team - 1st Line Support Analyst

Posted on July 11, 2016


This month, Mario Escobedo talks about his diverse and exciting role at ITS Technology Group.

How do you get the day started?

During the week a large cappuccino or at the weekend my favourite, a toasted sandwich with ham, cheese, egg and jam.

What is your role? How has it changed over time?

When I started at ITS I worked solely on the helpdesk, providing support to customers. However, my role is constantly transforming as I'm becoming increasingly involved with the more technical aspect of ITS. My role involves not only providing support and reassurance on the helpdesk, but also carrying out engineering field activities to resolve issues first hand.

What does your role entail?

As a 1st line help desk coordinator it means that I am the first point of contact for all users contacting the helpdesk. It is important that I have a good rapport with them. I listen to the customers, deal with queries, questions and concerns and provide reassurance. This communication helps lay the foundations for a solid relationship and strengthens the customer relationship.

We record and process all service requests to ITS quality assurance standards, so that incidents are recorded comprehensively and accurately. This helps the team to efficiently handle requests even if the incidents are complex and have to be escalated to the 2nd or 3rd line support. 

My work at customer sites goes hand-in-hand with my role on the helpdesk; I may record an incident in the office and then be nominated to visit the customer to provide diagnostic testing in person. This aspect of my role also includes inspecting, repairing or replacing equipment. 

Whether it be onsite or in the office my role is simple. It is to ensure optimum customer satisfaction by dealing with issues in a prompt and professional manner. 

What do like best about your role?

As I am a bit of a computer geek, I like that I am able to work doing something I enjoy. 

I am also a sociable person, so I also enjoy the day-to-day contact with the customers, developing a relationship with them and working with my colleagues.

Tell us something we would not know about you?

I am Venezuelan. I am originally from a small island off the coast of Venezuela called Margarita.

I love to play baseball and have played it for many years back home in Venezuela, where it is a very popular sport. Luckily, there are baseball leagues in England so I still get to spend my Sundays playing.

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