If you have a passion for information technology and want to focus on problem solving and delivering excellent customer service, a career in technical support may be for you. Recently, I spoke with Mark C., a help desk analyst in the Reynolds office in Birmingham, U.K., to get his perspective on the job.

Describe your life, education, and work history before Reynolds.

I have always been interested in computers, but actually began my career in customer service and sales. Thanks to a strong knowledge of hardware, I’ve been able to help others and transition into a technical support role. I came to Reynolds last year once I knew what I wanted from an IT career.

What made you want to join Reynolds?

Reynolds is a big, professional environment. I believed I would receive the support needed to advance my career.

Describe your typical day. What do you enjoy about your role, and what sort of challenges do you face?

This position revolves around customer service. I begin my day by organizing my thoughts and seeing what outstanding help desk tickets exist. Then, I dig in with a clear head and a fresh cup of coffee!

Some of the toughest issues I face involve coordinating with third-party providers to resolve a customer concern quickly, with as little impact on the customer as possible. Concerns, such as a server not powering on or the potential loss of data, can also prove tricky sometimes.

I get a great deal of satisfaction from knowing I’ve resolved a concern quickly and knowing I’ve helped someone else’s day go a little bit smoother!

What skills do you think are essential to succeed in your position?

To succeed in technical support, one should approach the variety of challenges presented with a level head, an analytical mindset, and a willingness to really sink your teeth into a potential problem. The genuine desire to help is what it’s all about.

What do you like most about working at Reynolds?

My fellow team members. They’re the ones who hold the whole thing together.

If you would like to learn more about technical support positions with Reynolds and Reynolds, head to our careers page: U.K. | U.S.