Day in the Life: Courteney Anthony, Help Desk Manager

Courteney Anthony manages Medlec's help desk, coordinating a team of 14 engineers and ensuring the smooth delivery of our maintenance services. After transitioning from hospitality during the pandemic, she joined Medlec in 2022 and quickly became integral to our emergency response and planned maintenance operations.

What's your role at Medlec, and how long have you been with us?

My role at Medlec is Help Desk Manager, coordinating our engineering team. I've been here for nearly three years, and it's been an incredible journey.

What drew you to working at Medlec?

Before Medlec, I was working in hospitality. When this opportunity came up, I embraced a new challenge. Now, I can't imagine doing anything else - every day brings new opportunities to learn.

Walk us through a typical day for you?

I'm usually first in the office, setting the tone for the day with some 80s music and getting our systems up and running. My main focus is coordinating our service jobs and supporting our team of 14 engineers. I manage everything from scheduling work orders to ensuring our engineers have the parts and information they need to deliver excellent service.

Which recent project has been particularly memorable for you?

Recently, there was a major fire at a client's restaurant - I received the call at 6am on a Sunday while on call. We had a team on site quickly, though the fire had been severe enough to take out half the roof. Once the fire brigade confirmed it was safe, we went in to isolate the electrics and install temporary lighting to help get the site operating again.

What's the most challenging part of your job?

Managing the flow of emergency jobs. We can get six or seven P1 emergencies back-to-back, and it's balancing these urgent calls with our scheduled maintenance work. You need to think quickly and adjust priorities as new situations arise..

What piece of kit couldn't you live without?

My three screens! My setup helps me manage everything efficiently. I use one screen for emails, another for our client job portal and engineer parking, and the third for our maintenance scheduling system and parts ordering. It helps me keep track of everything happening across our sites.

What's the best thing about working with the Medlec team?

I learn something new every day, which is wonderful. It's not necessarily a field I ever thought I'd be in, but I find it really interesting. I love it.

How has Medlec changed since you started?

We've expanded significantly. When I started, we focused on electrical works. Now, we've broadened into building and fabric work, too. Before James joined as building manager, I handled electrical and building maintenance - everything from electrical issues to structural repairs. It's been interesting to see the company grow.

Any hidden talents that your colleagues might not know about?

I studied vocal performance at music college. I toured with the punk band The King Blues when I was younger, helping with merchandise and promotion. They used to pick me up from school in their van - it was quite an adventure!

What do you enjoy doing when you're not at work?

Music is my passion - from festivals to theatre shows. I've been to Glastonbury 12 times, starting when I was 11 with my dad! I love exploring London too, discovering new restaurants and catching shows.

What aspects of Medlec's plans excite you?

We're continuing to grow. Since taking on building fabric maintenance last June, we've kept expanding our services. We're taking on new sites and developing our capabilities. There's always something new happening.

Any advice for someone looking to start in your field?

Just take the chance. I came from a completely different industry, and now I'm managing emergency responses and coordinating complex maintenance projects. You never know where an opportunity might lead.