A Day In The Life: Louise Jebb, Help Desk Administrator
Louise joined Medlec two years ago, bringing a decade of NHS customer service experience to her role as Help Desk Administrator. She's the friendly voice behind our pre-planned maintenance operations, ensuring everything runs like clockwork for our clients while keeping our engineers perfectly coordinated.
Could you walk us through a typical day and its challenges?
I arrive just before nine and jump straight into action. My main focus is pre-planned maintenance - things like fire alarm testing and essential safety checks. The morning begins with downloading all the PPM jobs scheduled for the day, which we receive six weeks in advance.
The most challenging part is scheduling engineers for the right times. Most PPM work must happen before venues open to the public, creating tight windows. When a maintenance job takes three hours, and a venue needs to be ready for service by 10am, I've got to ensure our engineers arrive early enough to finish on time.
It's particularly challenging with clients who have venues scattered across the country. Coordinating early morning visits to venues all over the UK while working around our London-based engineers' travel limitations is quite the logistical puzzle! But these sorts of challenges keep the job interesting.
Which piece of kit couldn't you live without?
My dual monitors are essential for juggling all our maintenance schedules, but if I'm being honest, it's our instant hot water tap that's truly indispensable! We were laughing about this in the office recently. As a self-confessed tea monster, having boiling water on demand keeps me going through the day.
What's the best thing about the Medlec team and how do you support each other?
The varied challenges and the people make Medlec special. We've built a supportive team with genuine friendliness, making even the busiest days enjoyable.
We've developed a real 'all hands on deck' approach. If my schedule has a quieter moment, I'll check in with colleagues to see what they need help with. Before heading off, I'll often ask, "What can I help you with before I leave?" It creates a collaborative atmosphere where everyone feels supported.
What's the most amusing situation you've encountered at work?
One of our colleagues, Chloe – we call her "Polly Pocket" because she's so petite – once hid inside a box and jumped out to frighten our colleague Allison! She jumped so high she nearly went through the roof!
How has the industry changed since you started at Medlec?
In just two years, I've seen significant growth at Medlec. We've expanded beyond our electrical roots to include building and fabric maintenance services. This means we're constantly learning and adapting, which keeps the work fresh and engaging.
That's what I love about facilities and property maintenance – no two days are the same. The variety prevents any sense of monotony and offers continuous opportunities to develop new skills.
What do you enjoy doing when you're not at work?
Family time is my priority. I have two wonderful children – a 14-year-old and a 9-year-old – and I love our time together. We enjoy day trips to places like Box Hill, holidays when possible, and simply sharing home-cooked meals. It's all about making the most of our time together.
What's the most valuable lesson you've learned in your career?
Treat everyone with the same respect, regardless of their position. This industry is surprisingly interconnected; you never know when your paths might cross again. The person you help today might be the one who opens doors for you tomorrow.
