Joe joined Timewade’s service desk team in September 2024 and has quickly become a valued member of the team. As an apprentice service desk analyst, he plays a key role in managing client tickets, providing real-time support, and ensuring that technical issues are resolved efficiently.
What does your role involve?
Joe plays a key role in supporting Timewade’s service desk operations. His day-to-day responsibilities include handling tickets and calls from clients, resolving issues efficiently, and ensuring that technology works seamlessly for our customers. “Along with the team, I receive inbound calls and emails, I resolve the technical issue, via remote access or by guiding the customer, I then make sure the customer can continue working and close off the ticket. ,” Joe says. “It’s all about ensuring our clients get the support they need.”
How did you get into this role?
Joe studied at Exeter College, where he first came across Timewade during a presentation. “Timewade visited to talk about what they do, and I was really impressed. I looked them up afterwards and thought their approach and values were a perfect fit,” Joe recalls. His previous experience in customer service gave him confidence in handling queries and calls, which has translated well into his current role.
What are your career aspirations?
Joe’s long-term goal is to move into projects, an interest sparked during a project management course in college and influenced by his mum’s career in the field. “I enjoy the structure and process of project delivery and management, and I’d love to pursue it in the future,” he shares.
When did you first become interested in technology?
Joe’s passion for tech started young. “I remember being fascinated by my cousin’s PC when I was about 12 or 13. That interest grew through school and college, and being surrounded by friends who were also into IT really solidified it,” he says.
What makes Timewade a great place to work?
“The team,” Joe says without hesitation. “Everyone is welcoming, friendly, and supportive. Even though I live far from most of the team, they’ve made me feel at home. The office environment strikes the right balance between professionalism and having fun – it’s a great place to work.”
What’s the learning and development like at Timewade?
Joe is currently balancing his college coursework with taking on more challenging tickets to expand his knowledge. “I’m always pushing myself to learn more and build my skills. The opportunities for growth here are fantastic,” he explains.
What advice would you give to someone considering a career in IT?
“Definitely go for it!” Joe emphasises. He particularly recommends apprenticeships, saying, “You learn so much more on the job. In just five months at Timewade, I’ve gained more practical experience than I did during my college years. It’s hands-on, real-world learning, and I’d 100% recommend it.”
Thinking about a career in IT? Timewade offers a supportive, growth-oriented environment with opportunities to gain real experience.
Find out more about our apprenticeships and career paths.
