I am a 2nd Line Associate at Lumina, and my role includes maintaining a gold standard level of service while handling incidents and service requests from our clients. My day-to-day work involves handling calls and logged tickets, and making sure they’re all triaged and fully resolved to the level of our high standards. As I am part of 2nd line, I make sure I am an efficient and reliable internal escalation point for any jobs that are passed up. I make sure that newly discovered requests and incidents are documented correctly, added to our growing knowledge base, and shared with the rest of the team.

I have always pursued a career in IT as it has been an interest of mine since my school days. My first role involved being out in the field, where I completed an apprenticeship and gained qualifications. I originally joined Lumina in a 1st line role, and progressed to 2nd line in August 2020.

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