Ever wondered what it's like to work at one of Greater Manchester's leading tech employers?
Eleanor is a Technical Support Manager and End User Computing Engineer at DWP Digital.
We spoke to her to find out more about this role, her experience at DWP Digital, and what an average day looks like.
Name: Eleanor
Company: DWP Digital
Job Title: Technical Support Manager and End User Computing Engineer.
How did you get into your current role?
I joined DWP Digital at just 17 years old, with no previous tech experience.
I was in my second year of college studying IT, Criminology and Business when I started looking for tech-related apprenticeships. I saw the role advertised with a Level 3 qualification included, so I decided to apply as I could continue my learning whilst working.
I was excited about starting my career in tech whilst still having the support and encouragement that comes with an apprenticeship.
Initially, I didn’t know much about the Civil Service, but I was drawn to the location of the Manchester Digital Hub as it’s right in the middle of St Peter’s Square.
I was attracted to the benefits too including the availability of flexitime, the work life balance was really appealing.
What does a typical day look like?
I can loosely choose the time I want to work. Often, if I want to finish early especially on a Friday, I start at 7:30am and finish at 3:30pm.
My role is basically to support Department for Work and Pensions (DWP) colleagues with any technical issues they may have, to ensure they’re able to do their job effectively.
The start of a day is usually on a 'live channel'. I might be taking phone calls, creating incidents or logging interactions – which are like tickets in the tech world. I then use knowledge bases to try and resolve issues.
In the afternoon, I typically pick up tickets that have been logged that day, either by DWP colleagues or other tech support colleagues. I can send solutions to colleagues or contact them directly via Teams to guide them through any challenges.
Another part of my role is handling the 'chat' support channel. There's a chatbot called Digi, and if Digi is unable to help, they will ask a user if they want to be put through to a tech support colleague – which would be myself or any of the other hundreds of us on the other end.
What kind of issues do you typically handle?
A common issue lately is with Windows Hello for logging into devices. Sometimes facial recognition doesn't always work, and if users don't know their pin, they need a temporary access pass, and I assist them with that process.
I support diverse range of people as DWP has over 90k colleagues in such a variety of roles. Some colleagues are in Service Centre’s speaking to customers on the phone, it’s extremely important we’re on hand to for any technical or connectivity issues.
What's your favourite part of your job?
I like the variety, but my favourite part is the face-to-face support we provide at the tech bar in the Manchester Hub. This is when we are available in person for colleagues to drop in with any issues or appointments.
Being able to help colleagues in person is extremely rewarding. They can see you are actively trying to help them, and it's easier to convey difficulties or problems face-to-face sometimes. I love seeing a colleague's reaction when I’ve resolved their issue, and it’s good to meet new people.
What skills do you think someone would need to be successful in tech support?
Being able to talk to people. You do not need to be techy at all– you learn that on the job. My background wasn’t technical; I was studying at college whilst working part time in retail so I think customer service skills would be valuable.
What challenges have you faced and how have you overcome them?
The first couple of weeks I was terrified. I was 17 and it was such a difference from college to coming into an office, receiving training, and starting an apprenticeship.
In college, I was used to being around a large group of girls. Then, I started on a large team with a lot of men. They have all been amazing and lovely, but that was a dynamic shift for sure.
At the beginning, I was questioning whether this was the right choice and whether I'm a good fit for the job. That drifted over time with a supportive environment and what I’ve learned, now I’m super confident in what I do and absolutely love it.
What support is available?
There's a lot of support within my team, and even from senior leadership. People in DWP Digital are always advocating for you if you want to change careers or progress.
I’ve been encouraged to take on new challenges, recently completing the ITIL Foundation course which is valuable for when I’m looking to progress my career. ITIL is a framework that in the tech space we abide by as an organisation. It's used by many different government departments and in the private sector.
I’ve recently joined the Women in Digital network. Sue Griffin who is the Head of Service Management Practice and Head of User Support Services leads the network, and she’s really advocated for me to join. It's nice having a supportive community.
What's been your most exciting achievement so far?
I was invited to talk at a conference for our wider Service Practice Management team. I ended up presenting to a large number of people. It gave me a massive confidence boost to be able to talk confidently and proudly about my job and what I’ve achieved.
Recently we've transformed everyone within DWP to Cloud-first devices, moving from our old server-based desktops to everything being remote in the cloud which has been a huge achievement for the entire tech support team. This provides faster connectivity, with all documents kept in the cloud and most application access through Wi-Fi rather than physical networks.
Thank you Eleanor!
To find out more about careers at DWP Digital, click here.
