Michael
helpdesk coordinator at the Department of Finance
In general terms, what does your job entail?
Acting as co-ordinator of the Department of Finance ten different in-house systems in the Support Unit Helpdesk.
Describe the main events in a typical day
Ensuring that all calls to the Unit are logged and assigned to technicians; ensure that mission critical systems receive the highest priority if a problem in that area is reported; ensure that users are kept informed in the event of any delays in answering requests for help on the ten different in-house systems which the unit provides support; monitor all servers to ensure the highest performance possible.
Do you feel that you are using your talents in your job?
In general, yes; however I feel I could be more productive if the software used was more accessible and usable - the assistive software I use isn't very compatible with remote access software. .
After leaving school what were the major milestones in your career development?
I participated in the following post Leaving Cert. Courses:
- Office procedures in the Rehab. Institute in Galway;
- Introduction to Computer Applications Programming in the NRB in Roselyn Park resulting in the London City & Guilds certificate in that subject
- Advanced Computer Programming diploma in Trinity College (evenings) resulting in a diploma with distinction;
- Telephony switchboard training course;
- Various in-house computer-related short-term courses organised by my employer.
After completing my Leaving Cert. in 1968 I undertook a distance learning course in computer programming but was unable to get employment in that area. In 1974 I was employed by the now-defunct Irish Association for the Blind as a braillist. In 1983 I trained as a telephonist and was employed by the Revenue Commissioners. In 1987 I was successful in a Government run competition for Trainee Computer Programmer and assigned to Central Data Processing Services (now Centre for Management Organization & Development (CMOD) in Kilmainham). I have worked there since being trained by the NRB in Roselyn Park and am now a Systems Analyst with CMOD.
What do you like about your work?
The opportunity to learn new things; being part of a team; having responsibility for important mission-critical systems.
Is there any aspect of your work that you not like?
Being unable to participate completely in providing support because of shortfalls in my screenreading software.
Do you have any specific advice for someone wanting to enter IT?
Be prepared to learn and be patient with your users.
My role in 4 words
Responsible; critical; demanding; motivating.
In secondary school I enjoyed ...
Mathematics, Chemistry, Physics and Latin.
I was influenced towards to IT by...
An interest in problem solving from a very young age.
