Effective and strategic management of IT is crucial in any business and especially vital at OES, where our leading online education solutions are powered by technology innovation and expertise.
For Senior Desktop Support Analyst Paul, a positive team culture has led to seven rewarding years at OES.
Supporting colleagues and the business to thrive
The OES IT team provides staff with the tools and support they need to perform their roles.
“I enjoy helping the business to work as efficiently as possible by providing colleagues with the IT support they need, when they need it,” Paul says.
“Colleagues rely on my expertise troubleshooting hardware, software, peripherals, audio visual equipment and networks. I enjoy solving problems quickly and efficiently for my co-workers.”
Communication the key to success
Paul says communication is essential in his role, which sees him providing technical support to colleagues across all levels of the business.
“To provide high quality desktop support you need the right information to diagnose the problem. Because IT is multifaceted, this often involves a conversation where I might ask the same question in a few different ways. Active listening is important, to make sure I have completely understood what’s wrong.”
Strong communication is also needed to convey what can be complex technical information in a digestible and user friendly way.
Processes in place to deliver results
Paul says OES’s established processes enable the IT team to deliver a high level of service and support.
“There are a number of processes in terms of monitoring equipment and tasks that need to be undertaken by IT on a regular basis. This helps us identify and resolve IT issues before they become problems for our colleagues,” he says.
“Our clear processes also make it easier to prioritise tasks and to provide support in the right way, at the right time.”
Team cultures leads to happy staff
Having been with OES for almost seven years, Paul says the supportive, friendly team environment makes it enjoyable to come to work each day.
“We have a really great group of people at OES and a strong culture where everyone is treated as an equal and teamwork is valued and encouraged. Everyone is extremely good at what they do and very supportive of the organisation’s overarching goal to support student success. It’s a rewarding place to work.”