A day in the life of an IT Technician

No day is the same for IT Technician, Reece, as he works to resolve colleagues' IT issues to keep Hastoe running smoothly.

Discover what it’s like to work in our IT team

Our IT Team makes sure that all of our systems run smoothly whilst developing the systems for functionality, performance and security. IT Technician, Reece, has been at Hastoe since April 2022. Reece works predominantly in the Hampton Wick office, although he does have the choice to work from home and he visits the other two regional offices every couple of months.    

Here, we find out what a work day looks like for Reece. 

9:00am: Reece starts his day by checking his emails and the IT helpdesk emails. Although the helpdesk emails are a shared responsibility of the IT team, Reece deals with most of the enquiries. He says: 

9AM can be a very busy time for our department as that is when any problems with logging in or starting up programmes can occur. It's good that we are a small company because we know everyone personally. That means that they are more understanding if we need longer to solve their IT issues."

10:00am: Reece checks any tickets (issues) raised by colleagues from the evening before and that morning. He problem solves as he goes, sometimes needing to do additional research to find a solution to an issue. As a general rule, Reece deals with quick fixes first then moves on to the harder challenges that will take longer. 

11:00am: In a break between tickets, Reece calls a new starter to give an IT induction. In the session, he talks through the basics of how to use the different systems, teaches how to report problems and gives an overview of Microsoft Outlook and Teams if they've never used them before.

11:30am: By now, the initial ticket list has calmed down and Reece focuses his attention on any harder to solve problems from the day before. 

2:00pm: After Lunch, Reece sets up new laptops for the new starters. He loads the appropriate software onto each laptop that corresponds to each job role. 

3:00pm: Reece enrols himself on a training course for a ITIL foundation certificate. He says: 

It's great that Hastoe supports me in funding my training to keep my knowledge up-to-date. Every day is different and you never know what's going to come in because there are so many systems to cover. It's impossible to know every error so I have to do research on the go. Doing training courses helps to work out how to fix some of the problems."

3:30pm: In any spare time between working on tickets, Reece completes project work. He is currently working on loading new software onto every laptop (over 100) in the company. He also completes some intranet updates to iron-out any problems with the new internal platform.

4:30pm: Reece does a final check of any tickets to see if anything urgent has come in that he can fix before finishing for the day.

I'm looking forward to our next Connect Day when we meet up with everyone in the company. We used to have one a year and now we have three, which is great. My team and I were mentioned in the awards last year - it was a proud moment."

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