Rachel Lewis & Joseph Burns both joined CTS through our Apprenticeship scheme to become Support Analysts. We sat down to discuss their journey, now they’re fully settled into their new roles.
Prior to working at CTS, Rachel had her last year of education cut short due to the pandemic. Although she didn’t have an IT background, she did have a big appetite to learn and has experience in customer service roles.
Joseph was doing an apprenticeship working as a Quality Assurance tester and administrator. After previously beginning his qualifications, he’s recently completed a level eight apprenticeship with us.
Training for the future
“Although I enjoyed it, one of the biggest challenges was learning how to provide technical support,” explained Joseph. To accommodate this there were set times each week to do training courses.
The process included learning new systems and applications, specifically increasing knowledge on Workspace and Google Cloud Platform. This was to ensure that tickets would be picked up and dealt with efficiently.
Main Highlights from the experience
Rachel explains the importance of being part of a supportive team. “We could ask our team as many questions as we wanted, and it never annoyed them. They've helped us learn what we know now.”
Joseph similarly reflects on his “amazingly helpful team.” He explains “we came in with no knowledge of Workspace at all, and we were trained from the ground up.”
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