60 Seconds with our First Line Support Analyst, Kyle
We want you to get to know the people behind our great organisation and how they make our product and service the best they can be. So, we are going to be doing a series of blogs that provide an insight into our dedicated members of staff.
To kick things off, here's 60 Seconds with our First Line Support Analyst, Kyle.
‘I spend roughly 70% of my day dealing with customer queries and investigation on incidents. The remainder of my time is spent on Internal IT and researching other SaaS solutions’
Can you tell us about your role and responsibilities at Invotra?
My role is First Line Support Analyst and internal IT. As a member of the Live Service Team, I am the first port of call for customers who want to raise an incident. My team and I make absolutely sure that any issues are responded to within the allocated Service Level Agreement times. Ensuring service excellence is something that all Invotra employees prioritise.
How did your journey begin at Invotra?
I studied Computer Science at Kingston University and really enjoyed it. The job opportunity came from networking on LinkedIn. A friend of mine tagged me in a job listing and the CEO of the company, Fintan Galvin, saw it and reached out to me. I was thrilled!
What is important to you when it comes to working culture?
Working with like-minded individuals is really important to me. The support, friendliness, and encouragement that radiates around the Invotra office is truly unique.
Tell us about a project that you’re working on…
I’m currently researching Customer Relationship Management systems for the marketing team as well as researching Helpdesk solutions for the Live Services team. We are always looking for ways to evolve.
What is one surprising/interesting fact that people don’t know about you?
Not many people know that I own 8 tarantulas!
Name one career goal that you would like to achieve in the coming year…
My goal is to get a promotion to management of Live Services. I feel that I’m ready to expand my role and take on more responsibilities. The working culture and guidance from Invotra’s board members and my fellow employees has allowed me to grow immensely, both personally and professionally.
Is there anyone in particular, living or dead, that has inspired you throughout your career progression?
I would have to say my dad because he was always hard working and set a great example of a strong work ethic. His guidance and achievements have driven me to always aim high and succeed.