Technician 1 Review

The role overall involves dealing with requests from a ticketing system, sent from the company we are working for, providing them with their orders as long as they remain within the company policies and are eligible. We also provide the customers with replacement devices, swaps and such if necessary as long as they go through the correct procedures. We handle both the assortment of these bundles, managing them on the asset management system, any extra installations and the delivery of these devices. We also handle larger scale projects occasionally. We are responsible for contacting the customer for any third party deliveries and for adhering to any changes in the process of how we complete tasks including any additions, changes to suppliers .etc

I have learnt asset management, the ability to identify issues with apple devices, how to check stock efficiently, how to remove devices off a system after being identified as "Beyond Economic Repair" or "End-of-Life", no longer being supported by Apple's updates. I have also learnt how to safely package devices that are being sent in bulk as not to damage the contents within the packaging while also not being too heavy as to endanger the person carrying the item to the van to be delivered. I have also learnt how to note down the information regarding devices to be repaired.

Regarding enjoyment, I've realised I don't particularly enjoy my role as much as others might. From the occasional rude, hard to deal with customer we may contact to the sudden overflow of ticket requests, from the increase in workflow from additional requirements being added to our job and the complications caused by the decisions made by those in charge, some questions having to be fought for to get answers for them when in a meeting, not much work space available for us, especially when dealing with larger workloads, very few hands on deck, in my role only having myself and my mentor, the saving grace being aid from two others who aren't in the same role as us who occasionally help when they have time spare to lessen the workload, especially when one of us is absent. Initially I applied and was said I would be provided with a remote role, which changed to a hybrid role partway through the process and then upon entering the role, I found it was a fully onsite role, which is difficult for when I have a 2 hour commute in the morning and a 2 hour commute in the afternoon. Everything taken into consideration, the long commute, the occasional rude customer, the growing workload and requirements per ticket, the knowledge that no matter what you do or how much you do, it is just you working as expected and as required, that no one will notice or acknowledge it if you go and do extra or go the extra mile. The lack of recognition and everything, knowing that someone higher up will reap the results of your hard work adds which adds to that frustration, knowing that even if I do work a little extra to complete the extra work sent in at the end of the day, it doesn't change much at all. I don't have much enjoyment in the role. From the experiences I've had within the role, to the role itself, the only enjoyment I've found at the programme is when I'm not working in my role and am either on a break, chatting about non-work related matters with a co-worker or a friend, listening to music, on a lunch break or when I was out completing my apprenticeship courses for Firebrand in Bedford, learning and spending time with my fellow apprentices.

I would say the organisation of the programme is done well on the side of Firebrand. With regards to the organisation of the programme on the work side in comparison to the learning academic side, I would say it falters. The work side has much to be desired, the changes in suppliers adding increased time for certain tasks or tickets to be completed, the complication each change causes, issues that should have been mitigated or taken into consideration prior to making the change and the lack of thought for us who have to work with those major inconveniences which take something that should be a quick and simple process into a process that spans over multiple days.

My employer makes sure to do her best no matter what the issue is. The amount she is able to get involved in and aid me with is limited of course as her role, expertise and such are different from mine, but wherever she is able to help, she does so well.

My training provider as well are incredibly supportive and helpful, ensuring that despite my slower speed when it comes to written projects, that the aid I need is there, any questions I have that I need answered are promptly answered and anything I am struggling with, they ensure I am able to complete with no problems.

Unfortunately, in terms of how well it helps me to perform better in my role, I don't feel the training from the training provider has helped much at all. At most it has helped me slightly understand Apple macs a bit better but most of the stuff that I do in the role I am in, while it was covered, there's already a specific way that we do things, and so nothing much changed when I returned from each apprenticeship course. However, the break that the apprenticeship course provided, the experience of engaging with my fellow apprentices and the knowledge that I did gain, help me in general to have a breather before I return to the workplace once the apprenticeship course is over.

The workplace occasionally will have an event with another company at our building, providing a free lunch for anyone who works at the company and there is the Christmas lunch event where we are allowed to spend a lunch not exceeding £50 per worker which is paid for through the expense report system. Aside from that, there is nothing I am aware of.

No

Based on my personal experience, the experiences of those around me and the experiences I have heard of but not personally witnessed from those I know who work at the company, I wouldn't recommend Computacenter to anyone. If there was something like how TfL has Union to come to about anything, I would do so and if the people at Computacenter were to instead of accepting any and basically all changes TfL throws at them with no regard for us working, work harder at making the requests more reasonable and not something that would increase the workload we already have, then I would maybe consider it. However as that is not the case, I would not.

I would ask them if they are sure, and if they are, to not take anything personally, to focus on their work, not to overwork themself and do extra work as it isn't reciprocated and it is mostly seen as a higher expectation to reach and work at instead of something commendable. If they are starting as an apprentice, to only work for what they are being paid to work for. Not to stay longer than they need to and work extra hours as they don't get paid overtime, or at least I didn't when I stayed and worked to about 6:40pm when my hours ended at 4pm. I would tell them not to expect anything from Computacenter and to just do their best to work autopilot, only focusing on their work and to not make a mistake in it. If possible, I would encourage them not to stay at Computacenter unless they find themselves a comfortable role, and instead to see Computacenter as a step on the ladder that they are to climb up from instead of staying at.