About Me
I’m Ryan McKenna - a 3rd Line Applications Specialist and former record-breaking Service Desk Analyst.
For the last 15 years, I’ve been a passionate IT enthusiast.
I believe that anyone with the right mindset can build an incredible career in IT, and I’m living proof.
Tickets Resolved
Translating to thousands of happy end users who were able to work productively.
Negative User Feedback
A record of 100% positive user feedback, reflecting my commitment to service and effective solutions.
Years of Experience
Hands-on experience spanning the entire IT support spectrum, Web Dev world, and blogging sphere.
Revenue Earned
Generated by building and monetizing a content platform that attracted over 13 million pageviews.
My Journey
My journey started with a trial-by-fire: earning 6 separate IT qualifications in just 18 weeks to secure an apprenticeship at WN1 IT.
I was lucky enough to learn directly from a business owner who lived and breathed technology.
That passion led me on a detour into the world of online media.
I went self-employed, launched a WordPress blog from scratch, and over five years, grew it into a platform that attracted over 13 million organic pageviews.
This experience taught me about SEO, content, and what it takes to build something people love.
Eventually, all things come to an end, and I found myself drawn back to my roots in IT support.
I took a 1st Line Analyst role, determined to excel.
In just 18 months, I didn’t just meet expectations; I shattered them, breaking performance records and earning numerous awards.
This culminated in me being awarded Service Desk Analyst of the Year at BDO, the same year the company won the prestigious SDI award for Service Desk of the Year.
It was a proud moment that proved to me that dedication and the right methods always pay off.
Today, I work as a specialist in a public sector role, but my passion for the front line has never left me.
Why Did I Start This Website?
Service Desk is an entry level role and the starting point for many people’s IT career.
I was super surprised to see the lack of genuine advice online for experienced or upcoming Analysts.
I’m here to give insights, tips, and strategies anyone can use to become a high-valued, reliable Service Desk Analyst.
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