Beyond the Job Description: Desktop Support Specialist

Posted by Great West

Juan Magana

Meet Juan, a Desktop Support Specialist with Great West Casualty Company. 


What do you do at Great West?

I provide first-line support for our employees, insureds, and agents when their systems are not working properly or when they need assistance signing in to our Great West Portal.


What does your day-to-day work look like?

A typical day at my job is receiving calls regarding installing programs, resetting passwords, and assisting our employees when some of their programs are not responding. My job involves problem solving. I ask many questions and work with each person to figure out what we can do to get things running again. For a certain period each day, I also handle emails sent to the IT Helpdesk. These emails are similar to the calls we receive as we always start our helping process by trying to figure out why something stopped working.


What surprised you about this role when you first started?

What surprised me the most when I started was what the IT support provided by Great West assists not only our corporate company but also our sister companies, agents and insureds. Great West really provides support to many people.


What's challenging about your job?

I personally think the most challenging thing about my job is working with an upset caller. This is something so delicate because I don’t want them to feel worse when they talk to me. They are calling for help, and my goal is to resolve their IT problem and try to make them feel better by the time the call has ended.


What is the best part about working here?

The best part about working here is helping people.


What's your favorite memory from working here?

I don’t just have one favorite memory from working here, but my favorite memories are when the people I help thank me and appreciate what I have done for them.


What advice would you give to someone who just joined our team?

The best advice for someone who just joined our team is to tell that person not to worry. There is a lot of information to take in at first, but we are a great team, and we will always be happy to help if needed. Eventually all that new information and training becomes part of your daily life, and you get to apply it constantly, so you will not forget it.


Did you ever think you'd be working in insurance?

Honestly, I have never thought that I would be working for an insurance company, but it is a great place to work!


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This blog post was created by Megan L., Great West Casualty Company HR Communications Specialist.

© Great West Casualty Company 2021. The material in this publication is the property of Great West Casualty Company unless otherwise noted and may not be reproduced without its written consent by any person other than a current insured of Great West Casualty Company for business purposes. Insured should attribute use as follows: “© Great West Casualty Company 2021. Used with permission by Great West Casualty Company.”

This material is intended to be a broad overview of the subject matter and is provided for informational purposes only. Great West Casualty Company does not provide legal advice to its insureds, nor does it advise insureds on employment-related issues. Therefore, the subject matter is not intended to serve as legal or employment advice for any issue(s) that may arise in the operations of its insureds. Legal advice should always be sought from the insured’s legal counsel. Great West Casualty Company shall have neither liability nor responsibility to any person or entity with respect to any loss, action, or inaction alleged to be caused directly or indirectly as a result of the information contained herein.

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