Senior Support Analyst

Misa’s Acturis journey

Interviews and induction

I joined Acturis as a Customer Support Analyst after graduating in 2016 and have found it to be an excellent environment to start my career. I applied through a recruitment agency and within 2 weeks had completed the interview process and started at the office.

There was a 3 day induction in the first week which trained us on the functionality of the application and then I was able to join the rest of the team. There, I was taught how to solve and investigate various issues, as well as listening in to my colleagues’ calls.

I found everyone in the team to be so willing to help and it was brilliant to be in such a supportive environment while constantly learning and facing new tasks.

Career development

After around two years of being on the helpdesk I was able to lead our New Broker unit. In my new position, I was able to be creative in order to improve and implement processes to try and provide our new clients with the best service possible.

At Acturis I find that everyone strives to complete any task to the best of their ability and I thoroughly enjoy working alongside motivated colleagues.

More recently, I have moved into a role where I analyse data from our first line support channels and use this data to see whether we could make guides more readily available to our clients or whether in-app solutions can be implemented instead.

I enjoy the freedom of being able to choose my next project. It also gives great satisfaction when a project is completed and you can see the results which have come out of it.

Feedback process

As part of a feedback process at Acturis we have meetings with our team manager every third and I find that it provides a great, regular opportunity to receive feedback in order to improve, and to learn where my skills can be developed.

I have always appreciated this focus on my development at Acturis and one of my favourite things about the company is how I have always felt supported in my role.

Company fun

Another great thing about Acturis is the social aspect where prior to the pandemic, we were able to organise socials such as laser tag, axe throwing and going to a trampoline park. As well as these socials the company would put on a summer and Christmas party each year.

In 2020, socials moved to Zoom, and so the Christmas party was held over Zoom in an escape-room style fashion and it made for a really fun evening.

Acturis also often hires graduates so everyone on the helpdesk is close in age and it helps new joiners to fit in easily and build friendships within the team.