Sky

Sky’s Acturis journey

Interviews and training

I joined Acturis in 2025 as a Technical Support Analyst. I had been approached by a recruiter who believed I would be a good fit for the position. With a degree in Psychology, I was nervous that I may not seem as suitable for the position than other applicants with more technical degrees. However, throughout the interviewing process, I felt that Acturis focused on my skills and potential as an individual.

The application process involved completing an online test, followed by both online and in-person interviews with different members of the team. A week after the final interview, I received the official job offer and started working in the London office the following month.

At the start of my journey with Acturis, I worked every day in the office, allowing me to learn effectively from others and have me the opportunity to ask questions and expand my knowledge. The training plan during my first few months was extremely well-structured, starting with the basics and building up my knowledge over time. Alongside the dedicated training sessions, the training period involved shadowing others on first line shifts which exposed me to a variety of different issues and queries and was a great opportunity to meet other members of customer support and learn from them. As someone who likes to fully understand how something works, I consistently had questions, but everyone was happy to help and often went above and beyond to share their knowledge with me.

The job

As a technical support analyst, my day consists of a first line shift, in which I provide real-time support via web chats or over the phone. This involves completing troubleshooting and investigation to either resolve the issue or collect the necessary information for the ticket to be raised to second line. I also work on second line tickets that are assigned to my unit, conducting a deeper level of investigation on topics I have had additional training and experience with. Alongside my ticket work, I have had the opportunity to work on a variety of projects, both contributing to others’ projects and developing my own where I have identified areas that could be worked on.

In my time on the helpdesk, I have developed expertise in several areas and have been able to work on complex tickets, which I find extremely rewarding, and have created and updated internal resources to improve our documentation. The job benefits from having a lot of structure yet also affords the opportunity to shape your own path, choosing which areas interest you the most and being actively encouraged to work on your own projects – for example, I have conducted ticket reviews in several areas to identify improvements that could be made to our resources. A year down the line and I am developing and running training sessions and workshops to share my knowledge with new joiners and support their development.

Skill development

I have learnt a lot throughout my time at Acturis so far. In addition to the technical knowledge that I have acquired and my introduction to using SQL, I have also built my confidence through this job and have had the chance to really develop my communication skills when speaking to clients and communicating between teams.

Over the past few months, I have also developed and run training sessions and workshops in complex areas such as Accounting and Task Workflows, both for new joiners and a refresher to train Customer Support on the significant changes to the functionality. I have also worked on improving and developing internal resources, developing skills in documentation and presenting information.

I have contributed to call coaching for new joiners to help identify their strengths and suggest improvements for them to work on and have been shadowed on first line to teach best practice and give new joiners exposure to the types of issues that come up and how to handle them.

I have developed analysis skills through my ticket review projects, which consisted of analysing the ticket data to produce summary statistics, reviewing tickets to identify areas for improvement, and reporting on the review procedure and outcomes.

Work environment

I feel very lucky to work in such a supportive environment. I have found that everyone is extremely friendly and are also always willing to put in the extra effort to help with any questions I have. I also receive regular feedback on my work from both my unit leader and my colleagues within Customer Support.

I have weekly catch ups with my unit leader, where I can raise any concerns or feedback which has allowed us to implement changes that have benefitted the team and have made me feel supported. I feel like my opinions are valued and my contributions are recognised and appreciated, which makes my work extremely rewarding and enjoyable.