Before joining APM, I spent the better part of my career working in the customer service industry. I started out in hospitality before taking on a role at a popular department store, where I ended up working for 12 years.
But my career took a bit of a turn recently. I felt I’d accomplished everything I wanted to in my last line of work, and I was craving a change. However, I didn’t want to completely abandon the skills I’d worked so hard at for over a decade. When I heard about the role of IT Service Desk Engineer at APM, it seemed like the perfect chance to head down a new career path and expand my technical knowledge, while still utilising my customer service experience.
I was inspired by APM's commitment to supporting people and the community, so I saw the role as an opportunity to do more of what motivates me – helping others – but in a very different manner than I had become accustomed to.
Embracing my new role in IT
Over the course of my time with APM, I have been able to broaden my IT knowledge tremendously. My colleagues and management here have been integral to my development as an IT Service Desk Technician. I have been very lucky to work alongside, and learn from, our Senior Service Desk team.
Most recently, I have been assisting our hardware operations from our South Geelong office. This has been an incredibly valuable area to learn as managing and dispatching hardware is crucial – not just to the IT department, but APM as a business.
One of my favourite aspects of this job is the variety. There is so much diversity in the work APM does that no two days are the same. The IT department continuously works together to seek out new ways of improving our end-user experiences, and for me, learning about all the new systems and processes as the company grows is exciting.
As a first point of contact for staff, it is great to be able to pass on that knowledge and break it down in a way that’s easy to understand. When I receive positive feedback in turn, it is incredibly rewarding – it makes you feel like you’ve made a difference in someone’s day.
Considering a move into a tech role?
If you’re interested in exploring tech roles without any prior experience, an eagerness to learn is an invaluable asset. Industry certifications can certainly put you on the right path, but if formal studying isn’t an option for you, there is plenty of training and resources available online too – Microsoft offers some great free certifications and online training events, for example.
In my situation, I have been lucky enough to fine-tune my tech skills on-the-job, all thanks to APM. With their support, I have been able to take my career in a whole new direction, while utilising the skills I developed in my customer service days. I use those skills now to provide the best possible customer experience for APM, and I’m developing my technical knowledge at the same time. Above all, I’m so grateful to have found a role at APM that’s such a good fit for me.