7.30 AM

I will usually get up at 7.30 am to get ready for work. I like having a long shower before I start my day as that really freshens me up. Just before I leave, I will pack the lunches I’ve made over the weekend and make my way to Newtown Station at 8.20 am. 

8.34 AM

I normally catch the 8.34 am train to Barangaroo station, where the HSBC head office is located. There is a smaller HSBC office in Parramatta, about 45 minutes away from Newtown, but I only travel there about once a week as daily IT support is not required.

9.00 AM

I arrive at the IT Express Center and if I’m lucky, there will be no queue and I have some time to settle down, turn on my laptop and check my e-mails. I prioritize my Incident ticket queues, go through the appointments I have made for that day and check in with my colleagues.

Sometimes, there are people queuing outside the IT Express Center earlier than 9.00 am--that’s when I have to hustle! On a good day there, there will be about 3 people to serve in a time frame of an hour. On busy days, there are long queues and my tasks are nonstop!

In addition to serving customers at the IT Express Center, I also work on Incident Tickets that have been remotely logged by users located at branches across Australia. On average, I get about 6-7 tickets a day. 

12.15 PM

I try to take a break from the chaos at ITEC at 12.15 pm to get some lunch. We have a lot of eateries around our office building, but I always prefer to bring my own lunch as it is economical. My lunch from home usually consists of fruit and stir-fried noodles, or a sandwich and drumlets.

There are café spaces on every floor of the HSBC office, which is where I usually go to enjoy my lunch.

1.30 PM

Every Tuesday we have a team meeting, where my colleagues and I will have a chance to voice our concerns and opinions. Normally, we update each other on current projects, incidents that have been escalated, and even discuss challenges we face day-to-day. Someone on the team takes notes and upload the minutes to our SharePoint. It is only during this hour that the IT Express Center is allowed to be closed.

I will usually write topics that I’d like to discuss with my team. One example might be a few incident tickets that I’ve worked on and couldn’t find a resolution to.

4.00 PM

If it is not busy at the IT Express Center during this time, I continue to work on my assigned incident tickets to see if they can be resolved. I’m sometimes left with 2-3 tickets by the end of the day. 

If the users who submitted the tickets are not available, I call or e-mail them to set an appointment on the following day to work on the request. If it is a tough one, I always ensure that I look up and research a solution first, or consult my experienced colleagues.

5.00 PM

This is when the IT Express Center closes for the day. We do get users who rush to the desk shortly before closing time. If it is a quick fix, no problem! Otherwise, we’ll have to advise the user to follow proper procedures. After closing the desk, I’ll ensure that all the cabinets and drawers at the IT Express Center are locked.

6.00 PM

I normally arrive home by 6.00 pm, as I live fairly close to the office. I enjoy a quick dinner like instant noodles or roasted chicken and prepare for my after-work activities. Depending on what day it is, I enjoy rock-climbing, going to the gym, and playing netball or badminton. I love to keep myself active!

11.00 PM

This is bed-time for me. As I’m in a customer-facing role, I need all the energy I can get!