Starting on the service desk – My first 6 months at AAG

I joined the AAG Service Desk in October last year to accompany 6 other engineers who make up the IT services desk that fixes your issues.

On my first day I joined a full team meeting, they gave me a very warm welcome and helped me get settled really quickly during this and my first few days. I was then introduced to every department within AAG and got to meet everyone in the business which is key to a well communicated business. Everyone was extremely welcoming and helped me a lot in the first few weeks of starting on the IT services desk which was much appreciated as this was my first time in this specific role. 

Once I got stuck into the IT services desk work, I quickly realised the huge range of systems that we support and the massive amounts of knowledge that I needed to support it all. Luckily the team I work with are extremely knowledgeable and offered me advice when I needed, enabling me to quickly fit in. 

I started by building new machines to be sent to a customer; this could have been a brand new pc or repurposing an old computer for somebody new. As time went on I tackled more challenging things. This ranged from creating new users, everything they need to be able to do their job from day to day as well as more “behind the scenes” work like making sure everyone’s data is backed up safe and ready to be used if anything ever goes missing, using services such as cloud backup. 

The amount that I have learnt about IT support over the past six months has been amazing. I have already become cloud accredited and have learned a lot about cloud backup. I have also been signed up to do my Level 4 MCSA which will get me a lot of helpful qualifications in this field. I still have a lot to learn to know everything that AAG does in IT support, but I am looking forward to the challenge ahead with this great team!

Ross Beedall

Service Desk Engineer