The Call Center Industry has undeniably became a very significant in the world we live in. providing support on many companies, whether assisting the customer queries or collecting payments. The job goes 24/7 so employees would go on shifting schedule in order to answer the demand but who does provide the support for them in order to do their job? That is where we, the I.T. End User Support team provide our work.
Our team was responsible on making sure that the workstation computers that Call Center use was always in good condition. The general flow of our work revolves in fixing software and hardware issues submitted to us by the agents through online tickets but at times, we even provide guidance to the CS supervisors when a new software will be required for their work either through calls or personal. Everyday, there will be issues to be resolved but they are not that many that we gets flooded with work despite our team only consisting less than 20 people over the hundreds of agents we provide support so we have time to relax. But since we are in the BPO industry, we would also be required to work during weekends and holidays but the actual work does not really differ from my daily task.
Regarding software issues, most of them can be resolved remotely, regardless of the floor where they are stationed as we can access those computers the agents used using our desktops whether it was installing software or entirely reformatting the computer. There were some exceptions we need to work on them personally like when the computer was turned off , the LAN cable was unplugged or the hard disk was defective. But this were the task that can be multitask as software installations takes time but does not require once presence every time. During this time, we can just chill and look at our socials. I can even use this time to sometimes play mobile games.
On the hardware stuff, I would not say that I hate it but there were times that it can be annoying. It does require some physical labor such as replacing and assembling the computer but they are not that heavy and we use carts to transfer them on different floors. It gets annoying when we do the cable management like when we need to under the table where the electric socket was placed or when replacing a defective monitor and put the cable back. During my first month at the company, they were infected with a virus where many computers have become infected and in order to not affect operations much, we need to replace them floor by floor with hundreds of pc's and during the process, I experienced some back pains while assembling them. Also as we need to replace them, I need to look at floor plans in order to know where to deploy the computers and each floor have different floor layouts in terms of how they set up those computers, making it confusing at times. During that time, was also where I work the busiest so far and it was quite and experience for my first month.
Due to company policy, I can't show images about my work but overall, it was not a stressful job and the environment was non- toxic and was free from company politics. I also enjoyed working with my colleagues that continuously teaching me about the things I need to learn. I only started working here about 5 moths ago and was still under contract for the mean time but I hope I can keep the work for a long time.
