Women in tech: Kerry Burgess, Service Desk Manager

Even though the technology industry is becoming increasingly diverse, only 19% of people working in tech in the UK are female*. To celebrate International Women’s Day we thought we would shine a light on one women in tech: Kerry Burgess. Kerry is our Service Desk Manager. In the interview below, she shares what her role entails and her technology career to date.

Q: What do you do at Cloud Business?

Kerry Burgess: “My responsibilities include supporting the Service Desk team leaders in their day-to-day roles. I’m also in regular contact with our customers, both for service reviews and escalations. Ensuring everyone on the team are all trained up in the customers they support is also key to my role, especially recently with the two Service Desks becoming one big team.”

Q: What’s your background?

KB: “I joined the business on an apprenticeship as an Office Administrator straight from college in 2011. Once I had completed my apprenticeship, I joined the Service Desk team as a first line analyst and then after a few years moved into the First Line Team leader role. In 2017 I became the Service Desk – Assistant Manager and last year was promoted to the Service Desk Manager role.”

Q: Do you have any specific qualifications or expertise?

KB: “I completed the Service Now Fundamentals Training Course and manage certain parts of the configuration of Service Now for one of our customers.”

Q: What’s a typical week at Cloud Business like for you?

KB: “I know it sounds cliché, but no two weeks are the same. Day-to-day I can be helping our customers implement new processes or helping facilitate the needs of the team including resource management. My role is varied, continually liaising with customers ensuring that their needs are met or exceeded. Each week presents new challenges to overcome and help us grow as a Service Desk.”

Q: What do you most like about working at Cloud Business / your job?

KB: “I get to communicate with all levels of the business and generally colleagues become friends. There are always opportunities to learn and at the end of the day I feel a great sense of achievement knowing the work I am doing is helping our team and customers.”

Q: How are you finding working from home?

KB: “I am very fortunate to have a spare room that we have labelled ‘the office’ (although it is also a Christmas decoration holding area at the moment) so I still have a differentiation between work and home, which can be difficult to achieve if you are working from your kitchen or relaxation space. I enjoy working from home, although I do miss the face-to-face interaction with the team that you get from working together in the office. It is good to have a video chat, rather than a phone call, with colleagues every once in a while, to help bring some of that interaction back.”

Q: What do you like to do outside of work?

KB: “Before Covid I enjoyed visiting National Trust properties at the weekends and exploring new towns. The Cotswolds is a regular place I enjoy visiting, there are lots of villages and hamlets to explore. During Covid, the highlight of my week is a walk with my Mum and a visit to the supermarket!”

Q: Tell us something surprising about yourself?

KB: “I am an avid Formula 1 fan and aspire to go and watch the Belgian Grand Prix live one day.”

* https://www.womenintech.co.uk/

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