1. Please give an overview of your role and what this involves on a day-to-day basis:

As a First Line Service Desk Analyst, I am the first point of contact for our users having IT issues. I deal with answering email, zoom, teams, and phone queries from our stakeholders. I assist users WFH having VPN and other IT issues. I assist users working on site with their IT issues and if its beyond first line support I escalate it to second or third line support. One Span to set up VPN accounts for New Starters and also for unlocking VPN accounts.

10/10

2. Have you learnt any new skills or developed existing skills?

I have learnt a lot about Network Virtualisation which I never had a clue before. I now know about Routers, switches, hubs, firewalls, Physical Server, Hyper-V used to create virtual machines. Basic IT Trouble shooting, blocking spam and malware emails, Citrix, Microsoft Service Manager Console to log tickets, Remote Desktop Connection to connect and trouble shoot IT issues especially for users WFH.

8/10

3. To what extent do you enjoy your programme?

The Tutors were Subject Matter Experts and my DCL also supported and guided me. online classroom was well organised.

10/10

4. How well organised/structured is your programme?

QA was well organised and Bud was user friendly.

10/10

5. How much support do you receive from your employer?

My Line Manager was always pressurising me to be doing office work and when I told him I did not have enough time for my course, he told me to doing my course work when I am home and at the weekends. I had to take a break of course and nearly withdrew from the course. He told me I cannot have an Admin account until I finish my probation of 6 months, I started working for Motability on the 6th of June 2022 and up till now I have not got my AD Admin account. The Head of IT is also not supporting me as he has taken my access to the IT service desk inbox which I have some email tickets logged in my name an I needed it as evidence in my Project Report. I came to work last two weeks after my holiday and he asked me if I can be working from home as he has got two new IT starters and there is no desk for them so I need to give up my desk. I told him I am doing my Project of Optimising 3 Desktop Computers and how can I achieve this by WFH. Quite recently we have two colleagues joining the IT Service Desk who have not even been 4months yet have given them AD admin accounts. I raised my concerns with QA safeguarding and Acas.

4/10

6. How much support do you receive from your training provider when working towards your qualifications?

100%

10/10

7. How well do you feel that your qualification (through your training provider) helps you to perform better in your role?

I have gained a lot of information and Knowledge which will enable me to perform my duties with best practice.

10/10

8. Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)

Social activities and football

8/10

9a. Would you recommend Motability Foundation to a friend?

No

9b. Why?

I would recommend it as the company is good company to work at as they take very good care of employees but not to the IT department.

10. What tips or advice would you give to others applying to Motability Foundation?

Join any other department not the IT department

First Line Service Desk Analyst Review

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