Is this what help desk work is really like?

So, I landed my first IT job on a helpdesk dealing with a variety of issues customers have with their systems/programs. My company seem to not care about the customer they just want to obtain large quantities of calls to make them look good and pretty much whip employees to solve the issue within 5 minutes and move on. It doesnt even matter if we give customers wrong info as long as we keep taking and ending calls. Is this normal? Im wondering if its the company or whether this is standard? If its standard then I will get out now tbh because its a crap way of working and causing me distress.. its actually making me hate IT.
Comments
In my experience what you have stated is not the standard.
The nice thing is usually showing you know your stuff and that you can solve the issues rather than escalate usually leads to a fairly quick job to the next tier where time isnt the factor so much as resolving the issue 100% in a professional matter. I was only on tier 1 help desk for total of 8 months, 2 of those months being an internship at different company, before moving up to desktop support where things are much better.
When I was doing help desk they would monitor call times and if you were over 10 minutes they would send someone to your seat to help you get off the call. Even if it meant lying to the person or doing the quick fix that you know they would be calling about again in 24 hours or 20 minutes.
When I got to level 2 help desk my entire job was being yelled at by angry customers and fixing the mistakes that the tier 1 people are TRAINED to make. The people that didn't care enough to ask for a supervisor or to ask for someone higher up usually didn't get their problems fixed unless it was very simple.
Depends on the company, but generally call center help desk is the lowest tier of help desk. I've done desk side support before, were I can walk over to the users desk to help them. Often, even though I could have resolved the issue remotely, I still did a visit, gave me a chance to get out of the office and stretch my legs. Of course the call volume wasn't too bad, I worked 2 years grave and 4 years swing shift at a casino.
That's how you know it's going to be a bad phone call.
I don't expect the average user to be as good as me, but come on people, know a LITTLE BIT about your computer!
How long did you stay there? I couldnt imagine getting fired for doing a good job. What a toxic atmosphere.
I suggest doing what you know is right. Don't lie to them, fix their issues(if you can.). Try to introduce new solutions. Be the best tech you can be....it doesn't sound like a company worth staying with, so get what you can from them and bounce.
"you need training because number is too high"
"but my number was fine last week, and we have three people sick today, and higher call volume from an outage, what are they even going to talk about in the training?"
"...ahuh, but number is too high"
Wow, that's awful. 3 minutes is way unrealistic. If anyone has anything more than a password reset, there's no way to average that.
I recently left a field service position with a company who started micro managing exactly like that with exactly the same lack of thought from the supervisors and managers.
That's a novel approach, who would think a company would want to keep their customers happy
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