Who are you? What is your job and how long have you been working at NSI?

Jacqueline OFOGBA , Mum of 3 teenagers and a training network system administrator. I am a support engineer consultant in the NSI infrastructure department for external customer support. 

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What is exactly your job ?

I work at NSI support ; in a nutshell, I am the first contact (alongside my colleagues) when customers have a computer issue.  

We take the call, record the user’s problem or recover the emails that come in via the Jira ticketing service platform.

We analyse the problem, and try to solve it.

This might mean guiding a user to configure their screens or a remote connection problem on their working environment or even configuration on a server or a firewall. 

 

Describe your daily work at NSI in 3 words

Listening, analysis and resolution.

What do you like most about NSI?

What I like most about NSI is the friendliness and communication within the support team.
We can always count on each other and share our knowledge; this means that we can all make progress and help customers better with their technical issues.

What was your first impression when you started at NSI?

It’s quite intimidating to be in an open space, I was used to working separately, directly on the clients’ premises. It was quite difficult at the start because I didn’t expect such a dense call load, but I’ve got used to it since then and NSI support has also progressed.

Why did you choose to work for NSI?

Working for NSI is a quality experience, particularly in NSI remote support, firstly, due to the technology diversity. We require a good grasp of several types of technology and operating systems; I only trained on Microsoft technology, so I’ve learned a huge amount in my work at NSI.

Among NSI’s values, which inspires you the most or which do you identify with, and why?

Listening and understanding 

I think that if we don’t listen, there’s no respect and without understanding, there’s no commitment and no one takes responsibility.

We must understand what we’re doing to be able to provide quality service and be ready to listen to the customer and our colleagues.

This fosters good dynamics and good communication.

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Outside the world of IT, how do you spend your holidays? Do you prefer the beach or the mountains? Rest or activities?

My holidays follow my mood, particularly focussed on spending time with my kids and my nearest and dearest. I don’t really mind where, as long as we’re together, we make memories together. In the end, that’s what counts and what we’re left with.

I’ll finish off by saying "Happiness is not a destination but a way of life"