Meet the Team - 2nd Line Support Analyst

Posted on June 7, 2016

This month, Andrea Groves shares a day in her life at ITS Technology Group.

How do you get the day started?

My mornings start off somewhat different since my return from maternity leave, I now wake around 6am to the smiley face of my 14 month old daughter Asta.  My mornings always start off with a strong coffee, before the whirlwind rush around the house getting us both ready to drop Asta off at her grandparents for the day.  I arrive at work at 9am, whilst my laptop loads I chat with the guys in the office who update me on the week so far and any jobs or information I need for the days ahead.

What is your role and how has it changed over time?

I have worked for ITS (formerly TMG) for more than 15 years. I have been based at the Wilton Centre since my apprenticeship with ICI at the tender age of 17, I have progressed from a Junior Systems Engineer to my current role as a 2nd Line Support Analyst within the managed services team. My role has changed considerably over the years, gaining lots of knowledge and experience on the way growing not only within my role but also with the business.

What does your role entail?

At the Wilton Centre we manage the IT systems for the Wilton Centre, GMT and AGM along with other customers we have based up here in the North East. Our role is to look after everything from the physical network to the sockets users plug their machines and devices into.  ITS pretty much are the first point of contact for anything to do with IT in the building.

What do like best about your role?

The best thing about my role is the broad range of jobs I come across within my working week, no two days are ever the same. We are a small office at so it is nice that we have a really good working relationship with each other and with our customers who also treat us as part of their team.

Tell us something we wouldn’t know about you?

Ohhh let me think…although I come across as the quiet and shy type I’m a secret adrenaline junkie on the inside. I have enjoyed two skydives so far!

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