Kirsty Sheppard

Desktop Engineer

My favourite five

Food: My favourite food is a roast beef dinner with Yorkshire pudding on a Sunday
Song: Defying Gravity from the musical, Wicked
Animal: Cat
Holiday destination: I have not been yet, but I would love to go to Las Vegas and Hawaii
Childhood memory: Watching the last FA Cup Final to be played at the old Wembley. I went into the Aston Villa dressing room before the teams arrived and also went out onto the pitch. I loved every second (apart from losing).

Please give a brief overview of your job role

I work as a Second Line Desktop Engineer on the Technical Service Desk. My role requires attempting to resolve support calls remotely that have been escalated from the First Line Support team. Some are resolved in a matter of minutes, whilst others are much more time-consuming and complex. If I cannot resolve a call remotely, this will get passed onto the Field Services Team for an Engineer to go to site.

 What is your average day like?

My day starts with a much needed coffee in the morning. I then look at my list of support calls that my wonderful Scheduler, Gemma White, has supplied. I speak with many customers and learn a lot about them whilst attempting to resolve their issues. We have a lot of different kinds of calls, ranging from email forwarding to VPN connections.

What is your career background?

I have always been interested in IT. At school, it was my favourite subject, so I decided to carry on with it in my further education. I went to Worcester College of Technology and obtained a BTEC National Diploma in IT Hardware and Networking. I then went to the University of Lincoln for three years and received a BSc (Hons) in Computer Information Systems. I originally started working at OGL in Purchasing and then made the move over to Technical just over a year ago, where I started as a First Line Support Engineer. In October last year, I made the step up to my current job as a Second Line Support Engineer.

What is the most common question you get asked?

“How long will this take?” – We try and solve an issue asap but unfortunately, the more complex queries can’t simply be fixed within 10 minutes.

What do you enjoy most about your job? 

I like the feeling of knowing that I have helped someone by fixing a problem. It’s a great feeling when you’ve resolved a problem and the customer’s happy.

How do you like to spend your time away from the office?

I play football for my local side and represent the county at 8-Ball Pool. I also have a season ticket at Aston Villa.

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