A day at IDE Group
No day is the same at IDE Group. Within the ever-evolving IT world, IDE Group are always keeping up to date with the latest technologies. You could be providing support to a customer one day and assigned to a project to help with a deployment the next. Being a managed service provider means that we must be reactive to our customer’s needs. If you like working in a fast-paced, busy environment, then IDE Group is the place for you.
Day in the life – Diana Chance, Site Service Lead
I have been working in my role as Site Service Lead for IDE Group for more than 2 years and within that time my remit has expanded from dealing solely with site-based engineers in London to also include those based on customer sites in South East regions.
The nature of my role is to manage site-based staff to ensure that we deliver service in line with customer requirements. However, it is also important to ensure that the engineers do not ‘go native’, and that they still feel very much part of IDE Group. That is why it is important within this role to maintain contact, understand what engineers do on a day-to-day basis, and discuss objectives, career progression, and succession planning so they can see future development within IDE Group.
Although the main focus is working with the engineers, it is also important to maintain and build on customer and partner relationships. Therefore, I am expected to attend regular conference calls to discuss service delivery and attend service review meetings on a monthly basis.
Based on the above, I would say that there is no day that is the same working within a service function within IDE Group!
However, I would typically start the day by checking if any engineers have reported a sickness absence, and, if so, would need to liaise with the allocation team to ensure we have sufficient cover. I would then need to update the customer or partner. Next, I would need to check and respond to any email queries that had been sent in overnight. It is important to stay on top of all emails throughout the day as things change very quickly within site services and I need to react to these developments.
Depending on my schedule for the day, I would then work through my task list. The majority of the week would be spent travelling to customers’ sites to attend meetings with the engineers or the customers themselves. There are also certain periods within the month where I would need to check and approve expenses, create service reports, and update trackers in relation to absences and invoice charges.
My role is very varied and is one that I enjoy very much. However, I would not be able to do this without the ongoing support from my engineers and the teams that I work closely with within IDE Group, HR, Allocation, Sales, Sales Support, Service Desk to name just a few.
For those considering a role in IDE Group, it is definitely a company that will challenge you, but also it will help to develop your skills, knowledge, experience and confidence.
Day in the life – Dean Bates, Service Desk Team Leader
A day in the life of an IDE Group service desk agent is a fast-paced, rewarding experience that provides ample challenges as well as opportunities for learning across a wide variety of companies, industries, and technologies.
The first task in the morning is a quick review of any new information or emails sent around in order to catch up on anything that may help inform how the rest of your day will proceed. Immediately following that is usually the 9:00am rush, taking lots of calls from customers with issues ranging from something simple like forgotten passwords, all the way through to critical application failures that need to be diagnosed, escalated, and repaired within very strict timescales
Once the rush has died down a bit, the agents will remain available on their phones but will try to focus on their existing queues for the rest of the day, working on any tickets they already had or that have been assigned to them since their last shift. If assigned the time to do so, they will also complete any training courses set out for them to complete. The call volume usually drops off towards end of day around 5.30pm when the last of us (as some will have started before 9:00am) will attempt to clear as much of the remaining day’s work as possible and contact customers who have not responded to our previous contact attempts.
Day in the life – Michael Day, Technical Lead
I have worked in Lifecycle for more than 7 years and have found that the close-knit team always go above and beyond what is expected of them. The support from management and the possibilities for progression make Lifecycle a team I’m proud to work in.
My typical day in Lifecycle would involve checking in with all engineers first thing in the morning to make sure they have no work-related issues. I will then assist the engineers in whatever capacity is required, whilst also supporting the team in a technical capacity. This role covers all clients based at Lifecycle. Periodically, I will attend meetings and conference calls that cover projects or BAU services.
Our people’s testimonials
“I have worked at IDE Group for more than 20 years. During this time, I have seen many changes within the IT industry, with technology constantly evolving and improving. I take great pleasure in saying I am part of the team here at IDE Group, IDE being the market leader in implementing such technologies and steering their customers though their digital journey. I enjoy working amongst a highly skilled professional team and look forward to the challenges of tomorrow for both us and our customers.”
“Having worked at IDE Group for more than 3 years, I have managed to progress within the company and gain valuable experience. The senior management team have an ‘open door policy’ which means you can call upon them at any time. Working in a corporate environment can make you feel like you are just a number, but at IDE Group you feel like part of a family.”