As a Service Desk Engineer at Ergo, I provide frontline support to users who encounter technical issues with their IT systems. I enjoy the challenge and variety of this role, as I deal with different problems and customers every day. I apply my troubleshooting skills and knowledge of computer hardware and software to diagnose and resolve issues, or escalate them to the appropriate teams if necessary.I graduated from Greenhills Community College with a Level 5 Certificate in Computer Systems and Network in April 2023. This qualification equipped me with the theoretical and practical skills to work in the IT sector. I learned about network design and administration, server installation and configuration, security and encryption, and IT service management. I also developed my communication, teamwork, and customer service skills, which are essential for my current role. My goal is to continue learning and growing as a service desk engineer, and to contribute to the success and satisfaction of Ergo and its clients.