At Cegeka, our strength lies in the diversity and dedication of our people. In this interview, we introduce Matthew, one of our valued Service Desk colleagues based in Athens, who supports our Dutch-speaking clients with professionalism and care. With over a decade of customer service experience and a passion for delivering meaningful support, Matthew shares his journey, the impact of remote collaboration, and what makes Cegeka a great place to grow.
Even when the Wi-Fi is down and someone’s spilled coffee on their laptop, I’m still royalty in this IT kingdom. I guess you could say I’m not just a service desk agent… I’m a Ctrl+Alt-Del-uxe experience.
Matthew Wigeri van Edema, Dutch Service Desk Agent
Hi Matthew! Can you tell us a bit about yourself and your journey before joining Cegeka?
I have over ten years of experience in the customer service sector, having worked across various industries. Throughout my career, I've been passionate about delivering effective solutions and building strong relationships with customers.
Three years ago, I relocated to Athens, where I was quickly inspired by the city’s vibrant culture and welcoming community. Outside of work, I enjoy traveling and discovering new culinary experiences, interests that complement my appreciation for cultural diversity and people-centered communication.
What attracted you to the Service Desk role at Cegeka?
After relocating to Athens, I gained experience in various call center environments. However, these positions did not align with my long-term professional aspirations. When I was approached via LinkedIn regarding the Service Desk role at Cegeka, I was immediately interested. Having previously worked in similar roles earlier in my career, I recognized this opportunity as a strong fit with my background and a meaningful step forward in my professional development.
Supporting users in Dutch, across different channels, and from a distance, how does a typical day look like for you?
My day-to-day responsibilities involve supporting Dutch-speaking users remotely through various channels such as phone, email, and ticketing systems. I work with multiple clients, some of whom operate in similar IT environments, while others have unique setups. This requires both adaptability and a solid understanding of common systems. My focus is on delivering efficient, user-centered support by resolving technical issues promptly and maintaining clear, professional communication. The variety of requests keeps the role dynamic and allows me to continuously grow both technically and in customer service.
What was your onboarding experience like at Cegeka?
My onboarding experience at Cegeka was exceptional. It was well-structured, informative, and made me feel welcome from day one. Every question—whether big or small—was met with enthusiasm and thoughtful support. The process gave me a clear understanding of my role and the company culture, which helped me feel confident and well-prepared to contribute from the start.
Looking back at your time here, what’s been your proudest moment or “win”?
One of my proudest achievements has been successfully operating remotely from Athens while supporting a Dutch-based team. As the first Dutch Service Desk colleague working from Greece, I helped establish a model for effective cross-border collaboration. This experience not only strengthened my communication and problem-solving skills, but also demonstrated the flexibility and trust Cegeka places in its employees.
What would you say to someone considering joining Cegeka in a Service Desk role?
I would highly recommend it, particularly to those looking to build a solid foundation in IT support. Cegeka offers a structured onboarding program, a collaborative team culture, and a supportive environment for continuous learning. Even in a remote setup, you feel connected and engaged. It's an excellent opportunity to grow both technical expertise and customer service capabilities within a dynamic, international organization.
Bonus question! If your job had a theme song that played every time you solved a ticket, what would it be? 🎵
Definitely ''Todrick Hall - Queen'' Why? Because every time I pick up the phone or respond to a ticket, I imagine myself strutting into a spotlight with a fan blowing my hair back, even if it's just the office AC. That song gives main character energy, and let’s be honest, sometimes solving printer issues does feel like a dramatic performance worthy of a standing ovation.
It’s got sass, confidence, and just the right amount of sparkle to remind me that even when the Wi-Fi is down and someone’s spilled coffee on their laptop, I’m still royalty in this IT kingdom. I guess you could say I’m not just a service desk agent… I’m a Ctrl+Alt+Del-uxe experience. 👑💻.
