How long have you worked for the MCA?
I started working at the MCA as a contractor in November 2022 and have now started permanently in February 2024. I am really enjoying my new role and am learning more and more every day, it is a great place to work.
Can you briefly describe your job role?
I am the Support Lead and Problem Manager at the MCA, I work alongside Tim Clear managing the Service Desk and also focus on problem management. Problem management requires me investigating and working with colleagues and third parties to resolve any multiple incidents that we may be receiving on the service desk. This allows us to have a focus on getting issues which affect multiple people fixed promptly. Managing the Service Desk involves ensuring that all the services we provide are ran to the best ability we can, I love to support the MCA and really pride myself and the team on the support we provide. I am always happy to help with any query.
What led you to join the MCA? What was your career trajectory up to your current role?
I wanted to support an organization who helps people and I love what the MCA stands for. I had previously worked in a second/third line engineer role for almost 10 years for a recruitment agency and 1 year at Richard Tauntons College prior to that. When I had my children I chose to give up IT and started a part time admin role with the NHS however I quickly realised it wasn’t for me and I missed working in IT! I saw a contract role come up at the MCA and saw it as a great opportunity to get back into IT and I haven’t looked back since.
What does a typical workday look like for you?
My role involves supporting the service desk, ensuring that they have everything they need to resolve any incidents and requests acting as the first point of contact into IT. My job can be very varied and no two days are the same – which I love! It can vary from liaising with third party contracts to arranging training to creating processes or assisting with p1s. I also run multiple problem boards throughout the month with various third parties or internal colleagues.
What do you enjoy the most about your role?
I thrive on helping people and ensuring that everything we do helps assist someone in some way, whether it’s giving someone a replacement headset or helping resolve an ongoing problem with a key piece of software, it all plays a part. I enjoy working with such a variety of people in all different roles within the agency, it’s really interesting and it’s really fulfilling playing a part in helping them get their job done when something goes wrong.
What do you feel makes the MCA stand out as an organisation/ employer?
I think the amount of support available is really amazing, everyone wants to help and work together, it has a really nice feel. It makes coming to work a joy and I really enjoy my work. I also love how flexible it is and works around my family outside of work. I have 2 young children and it’s amazing to work somewhere which is so understanding allowing me to have both a career and a family.