I became a Technical Support Apprentice for iHasco on the 10th April 2017. Starting the week of Good Friday meant that not only was my first week a short one, but I had a four day weekend to try not to forget the mountain of information I’d received! To help with remembering all this information one of the tasks I was asked to complete was an overview blog of my first week at iHasco:
My first day was a great experience. I met everyone in the office, found out what everyone does and started to learn the tricks of the trade. Everyone was very welcoming and I couldn’t think of a better way to start my first proper job. I started with 2 training courses (DSE and Fire Awareness) which were both very helpful. Ollie then walked me through the basics of CRM and I was then taught how to change details of companies. In addition, Ollie showed me how to create a pivot table on Excel which will be useful in the future as well as in the present.
My second day was just as good as the first. It started with me completing my Data Protection training (I scored 95%) and receiving a briefing from David on the task at hand for me. I was to go through a spreadsheet of all clients listed in the industry sector as ‘Other Private Sector’ and see if I could change any of them to their actual sector as there were many incorrectly labelled clients. I also have to add the website of the company if I can find it to make it easier for account managers to find out what they do etc.
On the third day, I started off by finishing my personal profile and took a picture for my profile section on iHasco’s website. This has now been uploaded and you can find this here. I then did two training courses (Bomb Threats and Suspicious Packages & iHasco Staff Induction). After that, Ollie had me create a fake account in the CRM to practice inputting all the data that I will need to be able to do in the future. I also handled my first support ticket in which I had to upload and archive users (with the help of Ollie!). I’m starting to get the hang of how to navigate the CRM and LMS now, but there is still a lot left to learn!
For the 4th day I shadowed Ollie and did any other jobs needed. Lewis asked me to email him a recording of one of his recent phone calls which I did without any problems (probably one of the easiest things I have been taught to do). I then went through support requests with Ollie, learning how to identify and respond to certain recurring problems. I was shown the pre-set replies and sent the FAQ documents which are attached to support tickets when needed. There wasn’t a lot to do seeing as it was half term and the day before a bank holiday, so the last thing I did was put together a report for Georgia. This covered all her numbers between April 2016- March 2017 (such as net order generated etc). While doing this I managed to learn new Excel skills such as finding the average of a row.
In summary, my first week at iHasco was a successful one. I’ve learnt a lot in my first few days here but there is still a long way to go before I am the best IT Support Technician in Berkshire. Everyone has been extremely helpful and friendly which has made it easy to settle in and feel comfortable. I’m hoping that this is the start of a long and prosperous career at iHasco.