Craig | IT Support

Craig’s Journey from Manufacturing to Service Desk Analyst

Craig (Dumbarton, Scotland) completed the IT Support with Cyber Security programme with Generation UK in February 2025 and now has a successful career as a Service Desk Analyst at British Telecom (BT).

“Before the bootcamp I had spent a year out of work after being made redundant from a factory. I knew I needed a change, but I felt I lacked the experience or confidence to apply for an IT support role.”

During Generation’s bootcamp, Craig discovered how many of his existing skills could be translated into IT, from problem-solving on the factory floor to teamwork, reliability and a strong sense of responsibility. The hands-on training, combined with dedicated support from instructors, the support team and fellow learners, gave him both the technical ability and the self-confidence to apply for help-desk roles.

“Putting myself forward for Service Desk Analyst roles felt impossible before. Generation helped me see I had what it takes, and more.”

By the end of the course, Craig felt ready. After applying, he successfully secured a role at BT. Since starting, he’s already been praised for how quickly he grasped the fundamentals of the role.

“I’m excited to keep on learning the intricacies of my role and develop my understanding of the different aspects of the services we provide. Thanks to Generation I am already thriving in my role and have received lots of encouragement and praise from my peers and also superiors for my ability to quickly grasp the fundamentals and the desire to keep on learning. “

Today, Craig describes this job as the best he’s ever had:

“This is by far the highest paid job I have ever had. After spending over 25 years of my life scraping by on minimum wage jobs, trying to support my family, I am now earning enough to feel comfortable and not have to worry about treating the kids to something nice.”