Dr Logic is an MSP that prides itself on putting people at the heart of tech. We’re a diverse team filled with both business and tech specialists, all proudly bringing their hugely varied personalities to work while being united under one banner – a love of all things Apple.
In today’s instalment of our Meet The Team series, we caught up with our exceptionally talented Lily. A certified Mac technician with over a decade of Apple experience, Lily kindly took some time out from her regular duties over at Convex to share some insight into what it takes to be a helpdesk analyst.
What first drew you into IT support, and what keeps it interesting for you?
I actually come from an Art background and kind of stumbled into IT accidentally. After I graduated from University in 2015, I was living in London and needed a job, and applied to Apple thinking I would get a sales role and it would be temporary. I was hired as a Technician and was trained up, found it fascinating and just stuck with it! I think what keeps it interesting is the multitude of different issues and requests, and also the team I work with. You learn something new everyday which is exciting for me!
If someone shadowed you for a day, what would surprise them most?
Probably how busy we are. My team, the Helpdesk Analysts, work from home, and I find that a lot of people say to me ‘Oh, you work from home, you have time to do this and that around the house and can chill a bit whilst working’ – we really don’t, at all. It is constant. There are a lot of users at Convex, and that equals a lot of Helpdesk requests. It does make time go really fast though!
What role does empathy play in good IT support?
I believe empathy plays a huge role in good IT support. I have always been an empathetic person, and when I joined Apple, it was expected that we align with the customer to show a sense of understanding about their issues. I find that when you put yourself in the customer/user’s shoes you can support them better, and also it creates trust between you. It goes above and beyond just ‘IT Support’, so the user realises you are a human and can understand their frustrations.
What’s one security habit you wish every employee adopted immediately?
Locking their computer screens when walking away from their desks! Even in an office, it is important to do this for security reasons, especially if you are working with confidential information.
What’s one skill you’re currently developing?
Currently I am studying for my Jamf 100 exam. We use Jamf on a daily basis but there are elements of it that I don’t explore enough, so it will be great to learn about these and get the certification.
Where do you see the biggest change coming in IT support over the next few years?
Probably in AI. It’s already started, and developing rapidly and I think it will absolutely change things in IT – hopefully for the better.
What do you think makes Dr Logic different from other IT companies?
Dr Logic is very centred around its values which I think makes us stand out. I think a lot of IT Support companies are very tech driven, which is definitely important, but the key is also keeping the human element intact, which Dr Logic are great at.
Quickfire round… What’s your essential desk item?
A cup of tea and my cats!! Jokes aside – a good chair that supports your back and head throughout the day.
If your job had a soundtrack, what would be on it?
Probably a mix of lots of different genres to be honest. There are times where the ticket flow is quite steady, then it gets extremely busy, or you have a lot of simple requests, then one very complicated request. So the soundtrack could shift from something quite calm or jovial and then suddenly become techno or drum & bass.
If you were an Apple device, which would you be and why?
Probably an iPhone because you can do so much on it, it is basically a tiny computer in your pocket.
What advice would you give someone starting in your role today?
I remember in my interview I was told that the learning curve at Dr Logic/Convex was not really a curve and rather a cliff edge! So be prepared for lots of information to come at you from all angles and embrace learning a lot of new processes. Also, ask as many questions as possible!
Thanks to Lily for taking the time out from another hectic day on the helpdesk! In the coming weeks we’ll be prying further into the people that make up our wonderful team; be sure to sign up to our newsletter to have them land in your inbox (alongside all the latest insights from our tech blog):
