Mohammed Saleh, IT User Support Team Leader
I am an IT User Support Team Leader, and I have worked within the Information Systems Management section based at Buckingham Palace since October 2002.
How did you get your job with the Royal Household?
I applied through an advertisement I saw on an Internet job site. I was initially employed as a Junior Support Systems Officer. After six months I was promoted to Systems Support Officer and I am now Team Leader.
What did you do before joining the Royal Household?
I had just finished my BA degree in Business Administration.
How would you advise someone looking for a job in this area?
I have been in the IT field for over ten years, and had worked for various different companies on a full-time and part-time basis when study permitted. Having varied experience within different companies gives you a breadth of knowledge so you can take what 'works' with you to each new role as well as avoiding what does not 'work'.
The advice that I would give to someone looking for a job in this field would be to stay up-to-date with current developments and technology, and not to be afraid to ask other people's advice. A good place to start is in a support or helpdesk type role.
What training and support are available to you?
Training is a continuous process, especially in the IT department, where technology is forever moving forwards. This can take the form of basic courses run in the department, more formal courses run within the Household or external training courses. Support is usually there when you need it; people in the Household are friendly and approachable.
What's it like working for the Royal Household?
I would have to say that working in the Household is one of the best jobs I have ever had. As well as being a friendly environment to work in it is also very challenging. You have to be proactive and learn to expect the unexpected.
Describe a typical day.
First thing in the morning I ensure that there are no outstanding deliveries to be collected, and that all services are up and running as normal. You will usually get a few phone calls in the morning. Most of these will be problems with people logging on to their computers, and do not tend to require a visit to the user.
I will then check the call logging software and review the calls that are currently open, prioritise them and assign them to other members of the team. I also liaise with other members of the department about ongoing projects and continuous improvement.
We usually go down to lunch as a team, but somebody will stay in the office to ensure that the helpdesk is still covered.
A typical call requiring a visit would involve setting up someone to be able to use a printer in a particular location, or general help with a particular application. When I visit users I always ask what problems they are having and what they would like to see happen with their computer technology. I will then feed back the information about the current call levels to my managers, and make suggestions for any improvements that can be made.
What is the best thing about your job?
The environment in which I work is very pleasant; the people are friendly and approachable. My managers are also open to new ideas and are understanding. In my role I also get to see and speak to most of the people who work at Buckingham Palace and the other Royal residences. It means I am able to see the bigger picture and can better deploy IT resources accordingly.
What opportunities do you get that you would not get elsewhere?
Being able to take friends and family to watch Changing the Guard.
