Introducing Agile’s new Helpdesk Analyst, Phil James

We can hardly believe that we’re writing this blog welcoming Phil to the team as it feels as if he has been with us for far longer than a couple of months. Joining us as a Helpdesk Analyst, Phil is in his element as he brings a wealth of knowledge and experience in helpdesk management.

To find out more about Phil and his role, we thought we’d find a spare 10 minutes to ask him a few questions.

Phil, could you tell us about your background in IT?

For as long as I can remember, I’ve always been interested in computing, which is why I chose a career in IT. I’d had a few technical roles before joining a company specialising in software solutions for the dairy industry. For 13 years, I worked as an Applications Support Specialist where I managed all manner of software-related queries. Holding contracts with some of the biggest dairy brands in the UK, I supported clients nationally, and so it was a busy role.

Why did you choose to join Agile as an IT Helpdesk Analyst?

I applied for the role at Agile Technical Solutions for a couple of reasons. Firstly, I like how Agile is a local IT company supporting local businesses. Being from Colchester myself, this really appealed to me. Secondly, the role is perfectly suited to me as I have a lot of experience working in remote IT support.

What does your role at Agile involve?

I make sure that the IT helpdesk runs smoothly, that client queries are dealt with quickly, and that everyone is satisfied with Agile’s service.

Usually, I am the first person a client will speak to about an IT problem. Nine times out of ten, I fix the issue there and then, but I will escalate it to someone else within the team if the problem is more complex.

What do you enjoy most about working for Agile?

It’s a great environment. Everyone helps each other. I can turn to any technical team member for advice and vice versa.

Also, no two days are the same. Even though I am in a similar role to the last position I held, my role at Agile is far more varied as I support clients in many different ways across multiple sectors. One moment I’ll be answering a helpdesk query from a school and the next from a firm of accountants.

What would you say are your strengths?

This is a hard question to answer without sounding like I am singing my praises, but I’d say that I am calm under pressure. When people call Agile’s IT helpdesk, they understandably want a quick solution to their problem, and so I work methodically and calmly to fix the issue.

A big part of my role is also explaining things clearly to clients in plain English and the technical level they are most comfortable with. By asking the right questions, I am able to find the right solution.

What do you like to do outside of work?

I like to keep busy. At the weekend, I can be found renovating my house, most of which I do myself. When I am not learning new DIY skills, I enjoy socialising with my friends and hosting the odd BBQ.

As the team at Agile know all too well, I am also a keen gamer and love introducing people to virtual reality gaming as the experience is so immersive.