Help Desk Supervisor at National Grid – Career Path: Emmanuella Emmanuel

Emmanuella Emmanuel
Photo Courtesy of Emmanuella Emmanuel

Tell us about your background.

Hi! My name is Emmanuella Emmanuel, I work as the Tech Bar Lead and Help-Desk Supervisor at National Grid for the Gas Business Enablement program. I graduated from Wentworth Institute of Technology in 2016 with a degree in Computer Engineering and a minor in Computer Science, I am currently pursuing my masters in Engineering Management at Northeastern University. I love to cook, dance and read books. I also enjoy working out, playing sports, and I consider myself funny sometimes.

What is your typical day like?

A typical day for me is going through the technical issues and calls we had from thus far. To see where the team is at and if we missed any calls, making sure my team has contacted customers with tickets that are still being worked on. Assisting with walk-ups if/when needed. Assigning tasks and goals for the day that is in line with the growth of the team as well as their personal development. We also have daily hub meetings where we talk about future development work to the applications that have been rolled out.

What is the most exciting part of your job?

The most exciting part of my job is the customer interaction. I love speaking to the end users about their issues and working to get a resolution for them. With my major, I could have been a programmer or developer but I cherish the face-to-face interaction with customers. I absolutely love what I do, the various projects I am on and the people I meet along the way.

What is the most challenging part of your job?

My team does remote and onsite support for customers. The most challenging part of my job is trying to understand the customers that call in with issues on their devices. It is hard sometimes trying to get the correct information and not misinterpret what the customer is saying. The trick is to be patient and ask the right questions in order to resolve their issues.

What advice would you give to people looking to get into your field?

If you love technology and are interested in knowing how it works, you have come to the right place. As technology is evolving there are so many things you can do and you can work anywhere and do anything technology-related. The opportunities are endless and it’s definitely a roller coaster ride.

Connect with Emmanuella on LinkedIn!

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