Kyle is Technical Support Manager (TSM) at DWP Digital working in the Tech Bar. He is responsible for rolling out software transitions, stock rotations of DWP devices and supporting internal colleagues with any software or platform difficulties.
My eager venture into IT
After working in retail, contact centres and healthcare, I was made redundant when the COVID-19 pandemic began. A friend recommended DWP, describing it as the best organisation he had ever worked for, which led me to apply for the DWP Technical Support Manager apprenticeship. I’ve always had an interest in computers, and I was eager to expand my knowledge in IT. I’m a great example of how prior IT experience or technical knowledge isn’t necessary to succeed in this role, as long as you’re willing to put in the effort and do your best.
From reactive to proactive
The apprenticeship involved added responsibilities with exposure to working with people across the departments and understanding the organisation to tackle problems creatively. Having completed the apprenticeship, on a day-to-day basis my role consists of virtual channels such as voice, chat and incidents. This is the reactive part of my role, as I support colleagues who have issues with software, platforms and devices, and if we are unable to resolve a device issue, we would book colleagues an appointment for a replacement.
Our face-to-face interactions such as the tech bar, stock rotations and deployments are more proactive. My team were responsible for the transition from Link 2 to Cloud First devices which was an exciting project. We collaborated with the deployment team who set guidelines, tasks and targets, and the site point of contact, for example, at a Jobcentre. We coordinated bulk device deliveries to various sites, then travelled across the country to install them with the necessary software and platforms. We organised group appointments replace old devices and deploying new ones to colleagues.
The power of people skills
While my role focuses on working with computers, the most challenging aspect is upskilling colleagues in building their confidence and skills to troubleshoot the issues themselves. It is important to have strong people skills and be able to effectively communicate complex instructions or guidance to colleagues you have not met. Improving my ability to ask questions has also supported me to excel in this role. My team always offer advice or connect me with colleagues who are willing to help. I feel motivated to take on multiple new challenges as I have a support network that are understanding.
Throughout my career in DWP Digital, I’ve also had multiple health and family issues. My manager and team have been supportive and understanding with finishing early to pick up my daughters and allow the opportunity to make that time back.
I really value the people I work with, and I’ve never known an organisation to go out of their way to support you as much as DWP.