29 Jan 20

Faces of MePACS: Help Desk Technician – Frankie

MePACS Team | Faces of MePACS

Frankie is a Helpdesk Technician at MePACS Personal Alarms. Our cheerful Frankie sat down with us and gave us an insight into her role and what she likes to do outside of work.


What does a typical day in your role involve?

A typical day at the MePACS Help Desk starts at 8am, being on the early shifts allows us to get in and print off some reports, this gives us the opportunity to work through them until 9am. At 9am we can start making calls to our clients.

We also start taking calls from our technicians when they are out installing new alarms, we get the alarms online and do the initial testing with the Technicians, this gives our clients a better understanding of how the alarms work as they have seen it in action without it being for a true emergency, our technicians also attend to assess and or repair any alarms that may require a little maintenance.

Some of the things that we do in the Help Desk is to program and send out new pendants to clients that have lost them whilst in hospital etc. this can always be a stressful time for our clients as they depend on the pendant as it gives them that sense of security knowing that help is only the press of a button away.

The team in Help Desk also take incoming calls from new clients (or families) that have just received their new alarm, we then organise an appointment to complete the Self Installation of the alarm unit in the client’s home.

I also enjoy training new staff, I get the opportunity to work with the new MePACS response monitors and touch base on what we do in the Help Desk and what role they play in the picture.


What do you enjoy most about your role?

I honestly love that I am able to help someone in need, it may be as simple as sending out a new chain or wrist strap or something a little more complex, being able to speak with our clients and offering them the reassurance that they need is so rewarding, our clients are always so grateful for the assistance that we give and it’s really nice knowing that we have made a difference in someone’s life.


How long have you been in your role/ working for MePACS?

I have worked for MePACS for 8 years, I was employed as a Help Desk Technician and thoroughly enjoy my role in Help Desk.

Being the original Help Desk staff member I have watched our department evolve from 2 staff members a day to a team of 5, as the business grows obviously the departments needs have increased also, so it’s great to have new staff on board.


Where did you work before being at MePACS?

Prior to working for MePACS I worked for Chisholm Institute of TAFE for 14 years. I started in Student Administration, then moved on to Student Support in an Administrative role, however I found my role as personal assistant / department administrator to be the most enjoyable and challenging at the same time.


What do you like to do outside of work?

I enjoy spending time with my husband and two sons. We love spending time in the city and wondering around and exploring the sights.


Any quirky facts you can tell us about yourself?

I was born in the UK, however after living in Australia for the past 48 years, I definitely call Australia home. I am a qualified Hairdresser, but unfortunately had to give it away due to a reaction with the chemicals. I also quite enjoy baking and love the joy my treats bring to others, my sons particularly love the cupcakes that I make.

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