A journey of learning on the ICT Service Desk
Amanda Ishagi, 1st Line Support Analyst, joined Imperial in September 2023 and stepped into an ICT Service Desk role with relatively little hands-on experience in the field of technical and customer support.
Hear Amanda’s journey from novice to expert in her own words:
At the time, I knew it would be a challenge, but also a great opportunity to learn something new and push myself out of my comfort zone. Looking back, the biggest thing I’ve gained is confidence.
In the beginning, even simple customer support tickets felt overwhelming. There was so much to learn, systems, processes, terminology, and how to troubleshoot effectively. But over time, with consistency and patience, things started to click. I learned that it’s okay not to have all the answers straight away. What matters is knowing how to approach a problem, where to look for solutions, and when to ask for help.
One of the biggest factors in my progress has been the support from colleagues, especially my Team Leads, who have always been very supportive in my development. Being part of a team where people are willing to share knowledge and guide you makes a huge difference. Whether it was shadowing others, asking questions, or just observing how experienced analysts handled issues, I picked up a lot just by being around the right people.
“Take notes, stay curious, and try to understand the why behind what you are doing, not just the steps. Over time, you will build both your knowledge and your confidence.”
Starting out, I was also the only woman in the team, which often surprised the customers I dealt with, but in a positive way. It was something that stood out to them and often made interactions more memorable and uplifting. It’s been a unique part of my journey and something I’ve taken pride in.
I also found that building relationships with team members within and outside the team is essential for this role, as it makes it easier to ask for help and lean on each other when needed. Through this, I have met some amazing people from all walks of life, which has been a real bonus.
Of course, it hasn’t all been easy. There have been challenging days, high workloads, difficult tickets, and moments where things didn’t go as planned. At times, it felt like there was too much to keep up with. But those moments were also where I learned the most. They taught me resilience, time management, and how to stay calm under pressure.
If I had to give advice to someone starting out now, I’d say do not be afraid to ask questions, and do not be too hard on yourself. Everyone starts somewhere. Take notes, stay curious, and try to understand the why behind what you are doing, not just the steps. Over time, you will build both your knowledge and your confidence.
This journey has been a stepping stone in my career, and I am proud of how far I have come since those early days. I am still learning every day, but that is what makes this role rewarding.
Amanda’s Line Manager, Jeff Wiltshire – First Line Support Lead,watched Amanda grow into her role and said:
Reading this really made me smile, as it perfectly captures Amanda’s journey…and I’ve had the privilege of watching it first-hand.
From day one, what stood out was Amanda’s attitude. She threw herself into everything with real determination and curiosity, and has absorbed knowledge like a sponge. It’s not just her technical skills and knowledge, it’s also how she approaches problems, how she communicates, and how she builds relationships with both colleagues and customers.
Her dedication hasn’t gone unnoticed either. There have been more than a few occasions where I’ve had to gently (and sometimes not so gently!) send her home because she was still working well past the end of the day, determined to get things sorted. That level of commitment says a lot!
What I’ve always appreciated is how comfortable Amanda is asking questions. She has never been afraid to say “I don’t know”, and that is exactly why she has progressed so quickly. That openness to learn has been a huge part of her growth.
And now, in a bit of a twist, she has become one of our “go-to” analysts, especially for some of our more enthusiastic customers. I’m not sure whether to apologise or congratulate her! 😉
It’s been genuinely great to see her confidence grow and her skills develop in such a short space of time. She should be really proud of what she has achieved so far.
Further information
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Cascade 
Our brand-new ICT Service Desk opened to much applause from staff and students based at White City Campus and Hammersmith Hospital Campus.
Prior to this, I spent a large part of my career in the telecoms industry working for Vodafone, BT and OneWeb in a variety of product management and business transformation roles. I have fifteen years’ experience in product management and business transformation, and have worked for FTSE companies in senior positions, but I also have experience working in the start-up world, which has given me a greater understanding of differing organisational structures, values and their customers’ needs.
For someone who holds degrees in cultural studies I came to analytics through an unusual career route! A summer job in a space planning role at a major supermarket taught me a range of skills with spreadsheets that I put into good, and enthusiastic use, when I set out on my career in higher education. My passion for this type of work soon turned into colleagues saying, ‘Gemma likes spreadsheets, let’s give her this data task’, and this became my primary role. From there on I worked with various datasets including; university data, surveys, and longitudinal studies. I started combining data and project management work, and then progressed to enjoy working in business analysis.
I am currently Head of HR and Finance Product Line and I have been at Imperial for four years already! It’s exciting to be working with teams on a business transformation programme, working to transform business areas that I support.
I am motivated to continue my career in digital and technology, in roles that contribute to making a positive difference, add value and let me grow as an individual.