Interview with James - Support Technician
James joined Intouch with Health just over 4 years ago, looking for a role which would be challenging and offer career progression. Starting his IT career as an IT Support Engineer, James transitioned into IT Support learning skills including SQL, ASP Applications and Windows Server.
James is a key member of the Intouch Helpdesk team, supporting customers get the most out of their Intouch solutions and resolving any issues that may arise. James also assists the Implementation Team by deploying the Intouch Platform to new customers and solution expansions / upgrades to existing customers.
We sat down for a quick Q&A to learn more about one of Intouch’s technical wizards.
Hi James. Can you tell us a bit about your background in healthcare technology?
Hey! My background in healthcare technology really started when I joined Intouch with Health (around 4 years ago). Prior to that, I had different IT / Application Support roles with non-healthcare companies. I hadn't specifically thought about having a career in the healthcare industry but saw the job advertisement and decided to go for it!
Can you explain how your role supports Intouch with Health customers?
As a Support Technician, my role within Intouch is to make sure our customers are satisfied with the Intouch line of products they have deployed and to ensure any issues raised are logged and dealt with or escalated to the relevant teams to assist with a resolution. My background is in application support and so I will investigate the issues at a 2/3rd line perspective.
I have also started to assist other areas of the business, such as the Implementation Team with deploying our solutions to new and existing customers.
It has been a challenging year for healthcare since the outbreak of COVID-19, resulting in the need for rapid digital transformation. How has Intouch reacted and supported its customers?
The COVID-19 pandemic has really shown that technology in healthcare is more important than ever. We have had to adapt to new technologies to ensure that we could continue the same level of support going forward to help our customers with issues / queries which arise because of these restrictions.
With restrictions comes more innovative ways to think about customer concerns, and Intouch has been working to offer new products to help – such as Mobile check-in and Virtual Clinics.
What’s the biggest change or development you’ve seen in the industry during your career to date?
The biggest changes in the industry have definitely taken place this year. Trusts have changed their processes and adapted new ways-of-working to ensure the best care to patients. Even within Intouch, we have had to change to new ways-of-working. For example, the majority of staff currently work remotely, but we still keep the same level of communication and collaboration as before – perhaps even more so.
What do you think makes for a great relationship between health-tech providers such as Intouch with Health and the teams using the technology on the front line?
Making sure we stay engaged and communicate with the front-line staff at hospitals who use our applications on a daily basis – we understand what works and what doesn’t work.
What advice would you give to anyone starting their career in health-tech?
Healthcare technology is far the most enjoyable and rewarding career choice I ever made. It has its fair selection of challenges but I’m always learning new things and developing.
For advice to someone starting out, I'd say never shy away from asking questions as this is the fastest way to progress. Change is also your friend - don’t be scared of change!
How do you define success?
I’ve always seen “success” as little steps towards a life goal, such as buying a new house. Otherwise, I do not really define it in any such way. I am content with the life I have and so I do not think about whether I’ve been successful. That being said, my next life goal is probably to get myself a better car!
What do you enjoy most about working at Intouch with Health?
Not one day is the same, it’s always evolving, and different challenges are presented each day. Another thing I enjoy is speaking to and interacting with my colleagues daily, there’s a certain family vibe to it.
Which one word best describes the way you do things?
Direct.
What word best describes Intouch with Health?
Crucial.
What do you think makes Intouch with Health stand out from its competitors?
Quality. Each member of the team gives 100% with helping to understand customer needs and to accommodate accordingly. The business and its staff are all forward-thinking.
When you’re not at work, what are we most likely to find you doing?
On the weekends you’ll catch me playing records, checking out new games, and hanging out with friends / family – when we’re able to of course! I also love trying new food!
If you weren’t part of the Intouch with Health team and could have any job in the world, what would it be?
I quite enjoy music, so perhaps a career within the music industry. Or maybe working within a video game company like Nintendo – their HQ looks amazing!
