As a kid, I was a bit of a what they now call a nerd or geek. I spent hours working out how to configure digital watches (they were new at the time). This led, naturally, to IT. I gained an HND in Computer Studies, then became a CNA (Certified Novell Administrator and an MCSE - Microsoft Certified Systems Engineer). I then went on to work on a ICT HelpDesk for Hackney Council, and later for an NHS Health Authority, providing technical support to the service.
Technical support has everything to do with communication and people skills, and I find this is one of the most rewarding parts of the work. It's key to take the time to assess and understand the client's needs and to explain the options clearly. The right approach and response can make all the difference in moving towards a suitable outcome for the client.
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