Charlie Dallas

Service Desk Analyst (1st line)

Hi, I'm Charlie Dallas and I am a Service Desk Analyst (1st line). I've been working here at Utilize for 3 years.

Tell us about your career path and what’s led you to the role you’re in today?

My career path to date has not been a long one but has been rewarding. I have always been a lover of IT. As a youngster, I had a basic knowledge of computers, how they run and their importance in our day-to-day lives. In 2019, when I was 16 years old and studying at College, I was given the opportunity to join the IT industry. Utilize kindly created an addition to my contract allowing me to work full time whilst studying as a trainee Service Desk Co-Ordinator. I decided to grab this chance with both hands and run with it.

What’s the best thing about working in the IT industry?

The best thing about working in the IT industry is that you are always learning. No matter how hard you study, or how many certifications you have, there is always something new to learn because technology is always moving forward. Even when you’re presented with the same issue you have dealt with many times before, you may need to use a different method to resolve the problem. For example, a recent update may have affected what you need to do, or a different process may be required to fix the issue on an other device.

What does a typical day in the life of a Service Desk Analyst involve?

The role of a Service Desk Analyst (1st Line) encompasses the delivery of 1st line remote support and triage services for all contracted and non-contracted clients. This position requires clear communication, coordination, and time management skills to maintain clients’ expectations and contractual obligations.

Before any support calls are taken, a typical day starts by logging onto your PC for a huddle with the rest of the 1st line team and accompanying Co-Ordinator and Apprentice Teams. This is where we highlight the actions to be carried out for the day ahead (tickets to be updated, proactive AIM alerts that need to be addressed, etc.) From there, we are assigned other tickets logged by Clients, which we process based on contracts and SLAs.

We spend the day contacting Clients and remoting into their machines to fix their IT issues. On average, the 1st Line desk is targeted to close 18 tickets per team member daily.

What do you love most about your job at Utilize?

The thing I love most about working at Utilize is our Team Spirit. Whether you need help on a ticket or with development – or even if there is something non-work related that is bothering you, there is a long line of people who are happy to help. It really feels like a family at work. The support we give one another on a daily basis is the reason we can operate as well as we do, getting tickets closed and providing the best customer service we possibly can.

What has been the highlight of your career at Utilize so far?

The highlight of my career (so far) at Utilize has to be passing my interview to become a 1st Line Service Desk Analyst. I had been working hard and had a couple of interviews for this role previously, so when I got the job, it felt so rewarding. It is a constant reminder that when you work hard enough for something you can achieve it. This is what pushes me to do my best each day.

What have you done to support your career development within Utilize?

As a Co-Ordinator, training days were organised for us so that every Thursday and Friday one of us would shadow 1st line and assist with tickets to get us comfortable with the work balance and technical processes at that level.

I also completed numerous development days on 1st Line and with the 1st Line Technical Lead for a more targeted approach. This helped me to tackle gaps in my knowledge of processes, and scripts, and for troubleshooting issues. The development days were a key part of why I am where I am today.

What do you think are the secrets behind getting to where you’ve got to?

I don’t think there are any secrets. You need to know the basics and try not to overthink things. Most issues we deal with can be solved using basic troubleshooting steps. If you remember to do these first, you will pick the rest up as you go.

I would add that determination is essential. You need to understand what you want from the role and demonstrate that you want it.

What skills/attributes do you feel are essential for someone interested in your role?

The ability to work logically and maintain control in difficult and pressured situations, whilst making firm decisions based on common sense. You also need to learn to accept help when you need it, as this will push you and your career forward.

What advice would you give young people who want to pursue a career in IT?

Seems clichéd – but just stick at it, keep pushing and always be open to learning from others. Each mistake you make presents a new learning opportunity. Don’t think that just because you don’t know something you are not cut out for the role.

"You don't get far in life by
standing still."

Charlie Dallas

Service Desk Analyst - 1st line