Michael
Job title
IT Level 1 Analyst
Industry sector
Contact Centre
Company and location
Manpower for IBM, Greenock, Scotland
Background
BA (Hons) Languages with Tourism – 2:1
Learned Spanish and Italian at the University of Central Lancashire
What are your main responsibilities at work?
My responsibilities vary from day to day, but mainly involve supporting our customers with whatever IT related problems they may have. Although my job can entail reading and writing, my language skills are mainly required in speaking and in listening.
Have languages helped you get on?
Without my languages I would have been restricted in finding the type of work which interests me.
Why are languages important in your job?
My languages are important because, working on an International IT Helpdesk we support countries around the globe, and sometimes this involves conversing with customers in Spanish and Italian.
How did your past experience help you in your job now, especially in terms of language, culture and international communications?
My time spent at university helped me not only to improve my Spanish and Italian language skills, but also to understand different cultures and improve my communication skills, both of which are essential within the customer service environment.
What do you enjoy most about your job?
I enjoy using my language and IT skills in a customer service related environment. If a customer’s problem can be resolved and they appreciate your help, better still.
Any tips?
I think that anyone who wants to use their languages at work, should continue to use their languages at home or with friends, especially through the use of books, newspapers or movies. Although in my area, speaking and listening skills are needed, it is important, for grammar purposes, to keep on top of reading and writing skills as well.