Behind the IT Service Desk: “Nothing is a silly question”

Posted on: 9 April 2024 in Meet our Team

Meet Claire Jones, one of our knowledgeable IT Service Desk analysts who makes sure our staff and students get the help they need.

Hello! Please introduce yourself

My name is Claire Jones and I work for the IT Service Desk.

How long have you worked in IT Services?

I have worked on the IT Service Desk since 2015, although I have been working for the department since 2002. I cannot believe I have been here 22 years in July! I was 22 when I started at the University.

What are some of the day-to-day activities in your role?

Our day-to-day job is quite structured and customer facing. Our role is to answer any queries that come into the IT Service Desk, whether that be in person, via live chat, a phone call, an incident that is added to the IT Service Desk portal or a query that is emailed to us. We ensure that people are answered in a timely manner and if we are unable to resolve the incident, we obtain as much information as possible and pass it to one of the teams who specialise in that area.

We also create knowledge base articles for common queries in the self-service portal. These can be helpful if you want some quick information but do not want to contact us straight away.

What is something people would never know or guess about your job?

The length and breadth of knowledge we need for what users can ask us. We get some very obscure queries! Also, Google is our friend.

What is the best thing about working on the IT Service Desk?

I really enjoy helping users of our services. I understand that IT can be quite scary to some, and I like to help people navigate our software and services and get the best out of what we offer. It gives you a good feeling when you are approached with what you think is a query outside of your knowledge, but then you’re able to resolve it with a bit of logical thinking.

What is the most difficult thing about working on the IT Service Desk?

When we are unable to help with personal devices. For example, if someone has a laptop that they have brought to the University and it is the only device they have access to, but it is faulty or too old to connect to our Wi-Fi. It can be difficult if, due to their situation, they are unable to obtain another device.

At certain times of the year, we can be incredibly busy and sometimes it feels like you are letting people down if you are unable to help them as quickly as you normally would.

What is one piece of advice you would give to staff or students to help them get the most out of IT Services?

Ask us! We speak to people about their problems and resolve them. Sometimes they say, “Oh, that has been annoying me for six months”. We want you to ask us. We want to help you get the best out of our services. We will always do our best to help.

What would you like staff and students to know about the IT Service Desk?

Nothing is a silly question. Please ask us for help if you are struggling with something, you never know, we might know the answer!

What is your favourite snack?

I do not really have a favourite snack but do like a nice pint of real ale or a red wine at the end of a long working week! But if I was pushed, I am partial to walnuts.

What are your three desert island items?

If I were stranded on a desert island, I would definitely want my phone (and internet) so I could get help. But if that were not possible, I would like a map, my family with me and some playing cards for entertainment.