Field Services Support Review

I provide user support for IT matters relating to individuals. My scope of responsibility encompasses owning the technology in my office and troubleshooting problems that occur with said technology. The role also revolves around a proactive approach which requires me to pre-empt potential issues. This is done through regular testing and analysis of user feedback.

As my apprenticeship has been the first IT based role I've held, the entirety of my work has provided me with new skills. Pearson have also given me great opportunities to develop and have explicitly given me permission to spend whatever time I need to in order to increase my knowledge base.

I can say with full confidence I am enjoying my programme and line of work. The autonomy given to me and the responsibilities I'm entrusted with allow me to work in a manner that suits me. I have a very supportive line manager who regularly checks up on me and ensures my work is challenging, fun and in line with what I hope/expect to be doing.

Pearson have provided me with a clear and consistent training system to learn from. They regularly review my previous learning as well as furthering my skills. I have a dedicated mentor to support me in matters relating to work and skills. I've also been regularly referred to engineers and teams who specialise in specific points of my program.

I have a responsive and supportive manager who provides educational and welfare support. The HR team regularly contact me to ensure I am well supported and to find out what I need and expect from the company. They have given me a clear singular point of contact who I can trust and rely on. My entire team make themselves available to provide support and are proactive in doing so. They show me the correct manner in which to do things and also provide documentation that I can refer to.

My training provider schedules regular calls with me, both with my skills coach and with their welfare and support team. I have been given clear points of contact for support. I receive fairly swift responses to any queries. I have scheduled monthly sessions to discuss progress and areas for improvement.

My role in technical support relates directly to the qualification I am studying for and in any areas where there is no overlap, Pearson allow me to spend time in other teams/areas of the company which may prove more useful for my programme. The skills I learn directly correlate to the work I do.

Pearson regularly run both digital and in-person events for the purposes of networking, team building and employee morale. These come in the form of targeted networking events which are supported and attended by senior executives in the company, social activities both after and during the working day and initiatives to accommodate causes that are important to employees.

Yes

Pearson have developed a highly positive working environment where forward thinking and initiative are encouraged and considered. Each employee can expect promising career progression and receive support and guidance throughout their career. Managers focus on the welfare of their employees by giving flexibility when required and assigning tools that support each employee to work. This is a culture which stems from the top of the company and flows throughout.

As Pearson is a very large organisation, take the time to get to know people outside of your own department. Make yourself approachable but more importantly, be proactive in making connections. Don't shy away from visiting the offices as you'll see the working culture. Change and ideas are appreciated here so if you have an idea, raise it to the relevant people.