CategoryTeam Updates
Date Published
March 11, 2024

Jay Staff Joins Firemind as a Service Desk Analyst

Join us in welcoming Jay Staff to the team, as he takes on the role of Service Desk Analyst here at Firemind. Within this role, Jay will be the main point of contact for our valued managed services customers, ensuring their needs are understood and addressed.

Welcome to the team Jay! 😎

Today is another exciting day as we welcome Jay Staff to Firemind as our new Service Desk Analyst. Jay brings a passion for customer service and a dedication to going above and beyond to ensure any support tickets have a successful resolution.

“I was approached by Tom Willmott, Talent Lead over at Firemind, with the opportunity of joining and supporting customers in the managed services team. I quickly went through the interview process, and here I am!”

Here’s what Jay had to say when we sat down with him for our Q & A session.

Q & A 💬

Welcome to Firemind Jay! It’s great to have you with us. For our viewers, could you please tell us a little about yourself and your professional background?

Hi! Over the past five years I have worked within the housing sector. For the first three years I provided support to residents, before moving over to IT support for the remaining two. I really enjoy IT support because you get to see the end result, and have a happy customer, once any issues are resolved.

How did you find out about us and what made you decide to apply for a role with Firemind?

I was approached by Tom Willmott, Talent Lead over at Firemind, with the opportunity of joining and supporting customers in the managed services team. I quickly went through the interview process, and here I am!

What is your role at Firemind?

I am a Service Desk Analyst supporting Firemind’s managed services customers. I will be handling support incidents throughout their lifecycle, from start to finish. Keeping customers updated and working on the issues to a successful resolution.

Which areas of our business interested you the most?

What interested me the most about Firemind was the clientele and vision for growth within the business. I’m excited to help customers, and learn new skills, whilst using the ones I already have.

What will be your main goals/objectives be whilst working at Firemind?

I would like to progress my knowledge of AWS and obtain some certifications. I also want to work to improve the customer experience, when working with our managed services team.

Which aspects of your role are you most excited about?

Having worked with Azure for the last two years, I’m excited to learn more about AWS. I really enjoy helping customers solve their problems and as a Service Desk Analyst that’s the key responsibility of my role. Working with Firemind’s highly knowledgeable experts is also exciting, as I’m going to learn loads!

What do you hope to achieve within your first 12 months here?

I hope to obtain my first AWS certification or maybe two, as well as growing my knowledge about AWS, Data, ML and AI.

Outside of work, what do you get up to? Tell us about your hobbies.

I’m very much into my cars, so if I’m not tinkering away with computers, it’s always cars instead.

What’s your favourite song on your playlist right now?

Birds Fly by Deep October

Any fun nicknames we should know about? If yes, what’s the backstory?

Other than people typing the letter J, rather than my name, no fun nicknames!

If you could only choose one dish to eat every meal for the rest of your life, what would it be?

Chilli Con Carne with Basmati Rice.

What is at the top of your bucket list?

To drive a lap around the Nürburgring racetrack in Germany.

What is one skill you would really love to learn?

I’d love to learn another language, as to which one, I’m still undecided.

How do you wind down after work?

I wind down from work on my drive home, with the music turned up as loud as possible!

Interested in a role with Firemind?

We’re growing at a rapid pace and are constantly looking for talented individuals to come and join our team.

Visit our Careers page for further details about the Firemind culture and new opportunities.

Jodie Rhodes - Digital Marketing Assistant

Jodie Rhodes - Digital Marketing Assistant