I'M working as a helpline agent on the US section. We help American customers who are having problems with their computers. They phone a local number and they get through to us. They think we're just around the corner. They get quite a buzz when they realise they're talking to someone in Ireland. A lot of them have family here and they like to chat.

A lot of the stuff we do takes time. It can take up to 30 minutes to recover a lost programme and we have to talk them through it.

It's quite frustrating if your computer freezes up and you can't do anything about it. By the time they get on to us they've been trying to fix their machines for hours and they're ready to blow their tops. We have to calm them down, reassure them and help them sort things out.

I left school at 16 but went back to education after 23 years to do a business studies degree. Before I came to IBM three months ago, I was managing a hotel.

A friend told me about the company. I rang up, got an interview and they offered me a position on a fiveweek training course. It's a great programme. You're given a lot of information which falls into place once you get on the job. People surprise themselves - they're amazed at what they can learn.

Coming here was the best move I ever made. I played for West Ham as a schoolboy and a junior and was disciplined in the team spirit. I've missed that ever since - until I came to IBM.