Meet Swetha Nalla- Support Analyst
Meet Swetha Nalla who is one of our Support Analysts in your Service Desk Team which is based in Hamilton.
Swetha, grew up in India and moved to New Zealand at the age of 25. Her family is a wonderful unit of four: her loving husband, daughter and son. While she grew up in the countryside and had the chance to observe farming activities, she was never directly involved in farming. Nonetheless, she has always admired farmers for their passion, hard work, and dedication. Swetha has been supporting the MSD Animal Health customers for nearly 4 years and handle phone calls from farmers and assist with training-related inquiries or technical issues. On a busy day, she typically manage 20 to 30 calls and emails.
Having completed a bachelor’s degree in Computer Science and Information Technology in India and later earning a National Diploma in Computing here in New Zealand. Her education has provided her with the technical knowledge to assist farmers in resolving their technical issues.
Her experience has been centred around technical support and customer service, spanning various industries including IT-enabled services, media, and telecommunications. She has a strong passion for helping people, and when she had the opportunity to work within the dairy industry she was thrilled. She enjoys learning new things and exploring new technologies, which made this opportunity particularly exciting.
Swetha joined the MSD Animal Health service desk during a period of staffing shortages and successfully navigated through three busy mating seasons. Now that a full Service Desk team is onboard, she is actively involved in training and supporting these newcomers in preparation for the coming mating season.
Swetha recalls a funny call she received from a farmer in the early days of her job. A farmer called and said to Swetha that Mary had stopped talking to him. She was puzzled by his statement so on digging deeper into the conversation she discovered that he was actually referring to Microsoft Mary, the text-to-speech voice. They both had a good laugh about it.
The favourite part of Swetha’s job is assisting farmers with their questions and solving their issues. It brings her great satisfaction knowing she’s made their job that day a little easier.
In the early days of her she encountered numerous challenges, particularly with learning and understanding the technology, which involved both software and hardware components. Over the years, through continuous learning and training, she has gained confidence and proficiency and is now considered one of our most experienced Support Analysts.
Swetha has a passion for helping people and seeing how her problem solving ability can have a positive impact of the day-to-day operation of a farming operation. “There is nothing more satisfying than getting to the bottom of an issue, and fixing it for a farmer,” Swetha says, “Additionally, the recognition I receive from my employer for a job well done further drives my enthusiasm.”
Swetha is also heavily involved with coordinating with our authorised dealers, tech specialists, and trainers. These interactions provide her greater opportunities to continue learning and develop her skills. Next steps for Swetha are gaining a greater understanding of the product development and Project Management side of the MSD Animal Health Technology portfolio, which will allow her to contribute on a more strategic level. She is excited to see the next emerging technologies which are driving the dairy industry. I’m sure many of our farmers have had the pleasure of speaking with Swetha over the past 4 years and can agree she is a real asset to have on our Service Desk team.