Jack

7.00 AM

I woke up earlier than usual today to watch the football. At halftime, I got dressed and made some coffee, knowing I could only watch the first half. It was definitely worth the early start. Normally, I leave my flat around 8:15 to get to work by 8.30, but today I left a bit later. Since it was a nice day outside, I decided to walk to work.

Here’s a photo I snapped of the dew on my walk into work. 

8.30 AM

I made it to my desk in the office for an 8.30 AM start. First, I like to check what’s in store for the day. Today, I need to help a colleague with a course he is presenting. I'll be there for just an hour to ensure everyone attending can log in to their virtual machines and access the course manual.

9.20 AM

Today, I need to join the weekly support team meeting at 9.30 AM. During the meeting, I give an update to let my colleagues know what I've been working on for the week. We follow a three-question format: one positive aspect of the week, one barrier encountered, and something new I’ve learned. It's also a great opportunity to share any tricky cases where I might need another set of eyes.

10.00 AM

After the team meeting, I take some time to grab a cup of coffee and complete the daily Wordle (got it in 4 attempts). Then, I move on to general admin tasks. This includes checking Outlook for emails, Teams for messages, and Shifts to see if I'm responsible for processing new support cases today.

11.00 AM

Today, I'm on first line, which means I need to monitor new support cases as they come in. So far, it's been fairly quiet, giving me plenty of time to work on my own existing support cases. I've responded to some emails and troubleshooted a case using my own mock data to see if I can replicate or fix the customer's error.

12.00 PM

It's lunchtime, and today I'll be enjoying the chicken wraps I prepped at the start of the week. While eating, I chat with my workmates about this morning's game and the TV shows I've been watching recently. After we finished eating, we played a game of Four in a Row, and I came out on top.

1.00 PM

After lunch I like to refresh my mind on what I need to do for the rest of the day. I have a meeting at 1.30 with a customer regarding an issue they are having. For now, I will do some initial trouble shooting preparation and make sure everything is set for the meeting.

1.30 PM

During the meeting with the customer, they walk me through their issue so I can better understand it. I then perform some initial troubleshooting with them on the call to see if we can resolve the issue right away. Unfortunately, we aren't able to fix it during the call, so I ask the customer to send their data for further troubleshooting after the call.

2.15 PM

The customer has not sent through their data, so I work on a couple other cases and see if I find a solution for them. I am available to take on more cases, so I will look at the queue and assign a few cases to the team and log a couple of them for myself.

3.00 PM

Time for my afternoon tea break where I look to fuel the mind for the rest of the afternoon. After the break I will continue working on cases and monitoring the queue until the end of the day. So far to-day has been productive and I’ve made some progress on a few cases.

5.00 PM

It’s time to go home, I finish my work for the day and commute home. I need to hurry up so I can get to football training on time.

6.00 PM

I am ready to go out into the cold winter night for football training. We have a big game this weekend so today we are working on some team positioning drills.

8.00 PM

Finished for the day! I head home, shower, and eat dinner. Then, I play PlayStation with my flatmates until 9.30, trying to get a victory royale in Fortnite.  

9.30 PM

Time for bed. I put on some Netflix and fall asleep soon after that. 

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