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Meet Gavin, Senior Support Analyst

There are always opportunities to challenge yourself, and use new technologies.

Gavin Brash

Senior Support Analyst, Watermark, Livingston

Tech, Product & Data | 15 May 2023 | 5 mins

I’ve worked for Sky for 12 years, and have loved my time here. I’ve had various roles at Sky, and enjoyed everyone of them.

My current role a Senior Support Analyst within the CRM support team has been my favourite and most rewarding. I work as part of a close-knit team of about 20 engineers and analysts that support the Customer Management platform.

This includes the majority of the back-end systems used by the digital platform.
We deal with a variety of different technologies to ensure that the products/services that a customer buys are then added to their account, and that the relevant requests are sent to fulfil these.

The team get involved in monitoring and supporting all aspects of the platform and the diverse list of tasks. We’re involved in setting up platform monitoring, supporting releases, incident analysis and resolution, on-call support, single account issue fixes (CRFs), system access, audit tasks, and so many other things.

The team get involved in every project that uses the CRM platform. We need to support trials and these new products/services when they go live and then the continued support of these.

Describe a project, or career highlight where you were able to make a difference.

There have been so many projects I’ve worked on over the years that have allowed me to see all different areas of the business. From projects like platform upgrades and price increases, to the launch of new products like Sky Store, Mobile, Glass.

My favourite has got to be Service Checker, which is our newest iteration of our Assurance Platform. I’ve worked on it both in my previous role and my current role.

The thing that I’ve enjoyed most about it has been seeing it’s ease of use for agents and customers to diagnose problems they have with their broadband/glass products, and how we get a customer to the best resolution as quick as possible.

It’s helped me grow my network within Sky by getting to know people in different departments. And it’s one of the services we offer that bring the “Believe In Better” slogan to life.

At Sky we’re always challenging ourselves to deliver the next big thing. Describe what that’s like and why it’s exciting.

It’s so fast paced, and the things you can get involved in are endless. I’ve found over the years that if you show a passion for something, there are always the opportunities to challenge yourself and use new technologies. Keeping up to date with these means you never get bored.

Involvement in trials for new products are so interesting. And getting to see the things you’ve worked on come to life, used by everyone on a daily basis, is so amazing.

How is Sky an inclusive place to work where you can be yourself?

Sky is such an amazing company to work for. The department I’m currently in are such a great team. There are so many amazing people that are all willing to help each other to make sure we provide the best service for our customers. Our department always encourage us to learn new technologies. Through taking time to do courses/self learning, and even spending time with colleagues to learn from each other.

I’ve always felt that if there was something that I needed help with, or that wanted to learn, the Leadership Team would always support this. There’s even things like running clubs within the office at Watermark that allow you to build up your network, and meet people that you might not usually work with.

Sky also offers great flexibility with hybrid working. Our team have built up a good balance between working from home or in the office.

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