Day one on the front lines of desktop support for Lucidity, I was handed a headset with a smile and a “Good luck” from my new-found team. I gripped my headset tight in the trench anticipating the first call to come flying through. The phone line rings! The ringing echoes in my stomach, churning up my nerves. I picked up…
The Role
I joined Lucidity during my University break to gain some hands-on experience in the field of IT. Lucidity offers a wide range of services and products to their New Zealand and Australian based customers, so the experience I gained went way beyond my expectations. To compound on the vast amount of services Lucidity offers they also tailor them for each of their customers, so each ticket that arrives is always unique. There was great satisfaction in organising the complex variety of tickets that Lucidity offers to the role of triage agent. I was the person to take, analyse, and then distribute the ticket to the correct support queue so that the rest of the team could utilise their expertise to resolve the tickets in a timely fashion.
The Team
There was no way I could have done any triage without the support of the amazing team. They were always eager to dig in and share some words of wisdom to crack a complex problem that I was working on. We all worked together knowing that there would be a call at the end of the day to the customer with the good news. Knowing that the team was working for the benefit of the customer provided a great feeling of motivation and pushed me to always apply my best. There was even the odd day that the team and I stayed to do some over time with fresh pizzas to ensure our customer’s tickets were addressed and resolved.
What’s next?
Now, sadly, I will be handing off the triage job as I must go back to University. I will continue to work for Lucidity on a part-time basis, so you haven’t seen the last of me yet! However, I am excited to know that there will be a new person who will embrace the same challenges and satisfactions that I have experienced while offering support to Lucidity’s customers.
I hand them the head set and wish them good luck with a smile.
