Employee Blog: A day in the life of a Support Team Lead

Our support team here at OCG are a crucial element to making sure our customers get all the help and assistance they need to keep their solutions up and running.

Gwyn Jenkins, OCG’s Support Team Lead, explains why he enjoys working in support, and how it has allowed him to progress and develop his career.

Hi Gwyn! Would you mind giving us an introduction to yourself and your role here at OCG?

No problem, I started back in February 2015 as a Service Desk Analyst. It’s fair to say I have progressed extremely quickly here at OCG.

Within a year, I was offered a role as a Support Analyst in recognition of my contributions, then shortly after I moved in to the Senior Support Analyst role! At the end of last year, I applied for and was successful in the Team Leader role.

That’s quite some progression in such a short space of time isn’t it? It must be a record!

That sounds great – what an achievement! So, what are your key responsibilities?

Day-to-day, I work as a mentor for the support team, get stuck in to some pretty technical support issues, and lead one of our newest functions – Project Services. This allows the support team to get stuck in to some really interesting projects! They love this, as they really feel it helps their development.

Sounds like there is a lot to do – so is there such a thing as a normal day in your role?

There is never a normal working day in support! Every day is different, and we get the excitement of facing new challenges all the time. That said, I try my best!

What should you expect from “a day in the life of a Senior Support Analyst”?

In support, we do work some shifts, so my day can start from anywhere 7:30am to 10am. Today, I started at 7:30. I’m not a morning person, so I do find this shift a little hard going. However,  the variety certainly does mix it up a bit – and finishing at 3:30pm gives me the chance to get to the gym before the evening rush!

First things first, I need to check our support system for any urgent tickets or alerts that may have come in overnight. Last night was a quiet one with no tickets or alerts logged, so today I got to prioritise a cup of tea and a bowl of cereal!

“One thing I noticed when joining OCG was that I didn’t feel like just a number”

Next, I will spend some time completing morning checks for our identity customers. For our customers, their identity management systems are crucial to the successful operation of their business. Our customers feel reassured knowing that the OCG support team are checking for and resolving any issues proactively.

Throughout the day, I will work on any incidents that are in my queue, help the support team with any blockers, go through any jobs on my to do list, and attend various meetings.

Today, I have a couple of meetings. The first is with our Project Management Lead to discuss what projects are coming in to support. Then I will join my my manager, Alex, to discuss a development plan for my colleague, Callum. We want to help him make the next step in his career here in our team.

What makes OCG so different from the other places you’ve worked?

I’ve worked in some large companies and the one thing I noticed when joining OCG was that I didn’t feel like just a number. From day one, I felt like OCG was more like a family – everyone was just so lovely and welcoming.

OCG seem to really care about me and my career. They have given me some amazing opportunities. My contributions are always recognised, and I feel so valued.

In 2016, I won Technical Person of the Year at our annual awards. I was shocked because the talent in this company is simply amazing.

What advice would you give to those considering working at OCG?

If you want to work at a company that recognises and embraces your talents, then it’s an excellent choice.

There is so much opportunity to explore and do things outside of your normal job role, which is what I love about OCG.

OCG provides a career and so much more.

Thanks Gwyn!


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