Not liking new Service Desk role... What do I do?

NetworkingStudent

Not liking new Service Desk role. I have only been at the job 1 day.

What do I do?

I worked at a MSP for 2-3 years. I left the MSP and worked on a New PC install project for a bank, which I loved. My part of the project ended early(march) due to lack of work.

I was looking for work and took a job at the service desk at a big company. I was hesitant to take this job, because the hiring manager told me there isn't much room for growth.

1st day things I noticed:

I watched my trainer.

A lot of things don't get fixed by this service desk. A lot of the tickets are just being triage. (routed to this department or that department)

Each tech is expected to do 50-60 tickets\calls a day.

High turn over for non senior employees. This person or that person is new.

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The job itself just seems soul sucking to me to be honest.

I'm not sure what to target or specialize in....I'm thinking about targeting junior admin or desktop support. Maybe even networking.

Currently studying for the MCSA 70-410 This job has definitely motivated me to study harder.

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What do I do?

Can I look for another IT job during my contract?

Should I specialize?

Welly_59

Both of your options are good. You've got experience so no need to stick around on helpdesk. And specialisin is the best way to move up

kiki162

Since you said you were looking for work and that was the first job that came up, keep the job for now. Instead take the time to work on more certifications to get you into a better role. You have some experience which will certainly help you in your job prospects. Think about getting your MCSA in 2016 instead, it's 3 exams on that track. If you devote the next 6 months to studying, passing exams, and getting your MCSA, you'll be in a better spot.

UncleB

When life throws you lemons, make lemonade (or, as a friend once said, freeze the lemons and throw them right back in life's face and run away).

You can see the areas of dysfunction because you worked in places that had them sorted. So make notes and compile an end of week one report to your boss with some feedback (don't phrase it as suggestions unless you are asked to - it tends to ruffle feathers) saying that you are observing the calls are taking quite a long time to resolve as you don't have the access or knowledge at first line to resolve them faster.

This puts it in terms your boss can relate to - they will be measuring metrics like number of calls fixed at first point of contact and overall time to resolution of calls and improvements to this will make them look good.

In your report say that is your last company they had some of these skills/accesses on the service desk and were able to close more calls faster - not a criticism of the way things are at your new company but something you have seen that works well. Then leave it at that.

If your boss is interested then it becomes their initiative, you probably get involved in doing this in a few weeks and everyone benefits. You may or may not get praise for it, but more importantly you potentially become seen as more than just a grunt on the phone by your boss.

By all means continue with the certifications, but keep these focused on the direction you want, and ideally align them with what you are doing now. Get ITIL Foundation soon, get a MCP in whatever OS you are supporting in this company (eg Win 10) and broaden it with anything else relevant to the role (eg Airwatch, Microsoft office specialist etc) to make you a great all rounder with skills that reflect well on the department.

That's what I would do in your shoes anyway.

NetworkingStudent

Welly_59 wrote: »

Both of your options are good. You've got experience so no need to stick around on helpdesk. And specialisin is the best way to move up

Thank you Welly

NetworkingStudent

kiki162 wrote: »

Since you said you were looking for work and that was the first job that came up, keep the job for now. Instead take the time to work on more certifications to get you into a better role. You have some experience which will certainly help you in your job prospects. Think about getting your MCSA in 2016 instead, it's 3 exams on that track. If you devote the next 6 months to studying, passing exams, and getting your MCSA, you'll be in a better spot.

HI Kiki162,

I'm going to try to get some more certs in the next 6 months.

UncleB wrote: »

When life throws you lemons, make lemonade (or, as a friend once said, freeze the lemons and throw them right back in life's face and run away).

You can see the areas of dysfunction because you worked in places that had them sorted. So make notes and compile an end of week one report to your boss with some feedback (don't phrase it as suggestions unless you are asked to - it tends to ruffle feathers) saying that you are observing the calls are taking quite a long time to resolve as you don't have the access or knowledge at first line to resolve them faster.

This puts it in terms your boss can relate to - they will be measuring metrics like number of calls fixed at first point of contact and overall time to resolution of calls and improvements to this will make them look good.

In your report say that is your last company they had some of these skills/accesses on the service desk and were able to close more calls faster - not a criticism of the way things are at your new company but something you have seen that works well. Then leave it at that.

If your boss is interested then it becomes their initiative, you probably get involved in doing this in a few weeks and everyone benefits. You may or may not get praise for it, but more importantly you potentially become seen as more than just a grunt on the phone by your boss.

By all means continue with the certifications, but keep these focused on the direction you want, and ideally align them with what you are doing now. Get ITIL Foundation soon, get a MCP in whatever OS you are supporting in this company (eg Win 10) and broaden it with anything else relevant to the role (eg Airwatch, Microsoft office specialist etc) to make you a great all rounder with skills that reflect well on the department.

That's what I would do in your shoes anyway.

Hi Uncle B,

The idea of sending reports to the manager is a good idea, however they already do heavy reporting and phone logging.

Is it normal for service desk to have a after call time of 90 seconds? Meaning.. you have 90 seconds to submit a ticket once the call is completed.

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Here are the things I don't understand.

We had a fire drill today ,and everyone was worried that their numbers might go down because of a fire drill..ugh.

I was told that if you go to the bathroom, get a drink of water,ect.... it counts against your break time.

The other thing I don't get is you can't troubleshoot anything. Everything should be in a KB, and if it isn't in a KB, then you need ask a senior tech what the resolution should be.

I have never be in a environment that was so heavily monitored. Are all Service Desk environments like this?

The people I work with seem really nice, but at the same time it seems like just a job to them. Nothing special. I'm not even sure if they like IT.

I will try my best to get some more certs and do the best job I can, but I want to move as soon as I can.

volfkhat

NetworkingStudent wrote: »

Not liking new Service Desk role. I have only been at the job 1 day.

What do I do?

I worked at a MSP for 2-3 years. I left the MSP and worked on a New PC install project for a bank, which I loved. My part of the project ended early(march) due to lack of work.

Hate the job after a single day???
lol
You sound like "me" at my last job :]
(i managed to stick around for 9 months)


I have a question for you:
Why did you leave the MSP?
What were your expectations? Can this new job get you close to them?

If not... ABORT.
(assuming you have the $$ to find something else)

DatabaseHead

That's entry level junk........

Start looking for a new gig.

UncleB

NetworkingStudent wrote: »

We had a fire drill today ,and everyone was worried that their numbers might go down because of a fire drill..ugh.

It shows your management chain are focused on appearances of good call stats rather than the real world significance of them. They probably over promised in the past and are now being held to their claims by their management.

NetworkingStudent wrote: »

I was told that if you go to the bathroom, get a drink of water,ect.... it counts against your break time.

That is down to unreasonable management, BUT it is easy to work with - go to the bathroom before starting, keep a big bottle of water by your desk and you should be fine unless you are ill or have a medical condition - in which case you should tell your management and back it up with a doctors note.

NetworkingStudent wrote: »

The other thing I don't get is you can't troubleshoot anything. Everything should be in a KB, and if it isn't in a KB, then you need ask a senior tech what the resolution should be.

I have never be in a environment that was so heavily monitored. Are all Service Desk environments like this?

It it not an uncommon model in large service desk teams and it is a big part of the reason why there tends to be a high turnover of staff there.

You are in a good position of being paid in the general line of work you want, so build your knowledge, rubber stamp the experience with certs and after a year or so look to move on and leverage all the new found knowledge from your studies.

In your appraisal give feedback on the failings of the model in as constructive a way as you can. This at least gives your management a formal reminder that there is an issue, and if many staff are saying the same thing then they will sit up an take note. They may not act, but at least you are helping your colleagues out by being part of a possible solution to the problem.

However, if something else comes along with better prospects, jump and take it as this job is going to be a bit of a soul crusher if you can't just switch off the "caring about it" mechanism you obviously have.

That would be my approach at least.

Welly_59

Welcome to service desk hell

What you have experienced is typical of a service desk environment to be honest. They have strict SLAs to meet otherwise they face a financial penalty from their client.

I left service desk a few months ago so I'm experienced in their dealings. My service desk job was my first IT gig. Moving from retail management it was a bit of a shock but I went there with a purpose - to progress into networking.

While on the desk I worked my ass off to gain ccna certification and applied for internal move to network support role as soon as I had passed it.

Now I've moved to network team it's a while different world, along with a nice 25% payrise.

My company has a rule that you can't move from desk before spending 9 months there. If you're is similar make sure your ready to move when the time comes. Don't wait until he time has come to get your certs, do it now!

I'm now studying for ccnp as that is what my company require for 3rd line role. I have to spend a year on 2nd line before moving, but when that year has finished I'll be ready to move on again. And the 50% payrise certainly incentives me!

Nisseki

I worked on service desk at a managed service provider and it was boring. Logging and flogging tickets to other technical team who were arrogant. Poor salary and management was horrendous.

Although I've moved onto another service desk position, it's way more better here. Everyone is nice and the pay is more than the market rate.

However, I really want to get into something more technical now.

Pseudonym

I guess it depends on your situation, and where you are on the career ladder, but I would never ever take a job where you can't just get up and go for a piss or get some water. Life's too short. I've had jobs like that before. You're a person, not a robot.

SaSkiller

One thing to consider is that if the "big company" is a big name company sometimes that name will do you wonders in the future, its worthwhile sometimes to stick around for a while.

JoJoCal19

SaSkiller wrote: »

One thing to consider is that if the "big company" is a big name company sometimes that name will do you wonders in the future, its worthwhile sometimes to stick around for a while.

THIS is the only reason I would even consider staying, but personally I would never work in an environment like that. Since you just started you basically have three options:

A. If you have the funds saved up and can afford to wait on something else, then leave ASAP and you will not even have to put this on your resume.

B. Stick it out 6 months or preferably a year for resume purposes, and knock out as many certs as you can. Then move on when you get another job.

C. Start looking for a job ASAP and hope to pull another one in a short enough span to not put this one on your resume. Keep working on certs in the meantime.

NetworkNewb

50-60 calls a day is crazy! I worked at a call center for big name medical company before and if you broke 20 calls in a day it would be pretty good. They had metrics were you could see how many calls everyone took, how long they averaged on calls, what type of call they were on.... I think I might have gotten to 40 a couple times. But can't imagine 50-60 calls. You really can't be doing barely anything. That sounds awful.

SweenMachine

NetworkNewb wrote: »

50-60 calls a day is crazy! I worked at a call center for big name medical company before and if you broke 20 calls in a day it would be pretty good. They had metrics were you could see how many calls everyone took, how long they averaged on calls, what type of call they were on.... I think I might have gotten to 40 a couple times. But can't imagine 50-60 calls. You really can't be doing barely anything. That sounds awful.

Hmm..

This is not crazy at a call center. Service Desks/Call Centers are not resolution centers. The primary focus is to CORRECTLY qualify the issue, get needed demographic information, and PROPERLY escalate the incident. Resolution is provided by scripted responses or technical scripts, when applicable. Average calls take 5-7 minutes, break that down over a 9 hour shift with breaks factored into to utilization.

Most call centers have KPI's that are business requirements. And regardless of how you feel personally about it, this business model has been proven time and time again as a cost effective and efficient way to deliver technical customer service.

Having worked at 100k employee company, and working in their call center for 7 years, there is much experience that can be gained. As others have said, the name of the company helped get me hired at my current role.

And quite frankly, my experience I learned at that call center helped me set myself apart when we started building our current, highly effecient service desk; which got me promoted to an executive.

So look at service desk from the larger picture or what you can gain from it.

-scott

NetworkNewb

Yea, I guess I was only speaking from my experience at one for about a year. We had, I believe, 9 different queues that people were skilled in and the caller be routed to the people with the skillset for whatever issue they were calling in about. Just checked the employee count online of said company and they are at just over 98k employees. I'm assuming our level 1 just handled more complex issues instead of routing everything that might take longer than 10 minutes to fix, cause 50-60 would be absolutely crazy there. And I still think that sounds like an awful job, despite that fact your an executive now.

SweenMachine

NetworkNewb wrote: »

Yea, I guess I was only speaking from my experience at one for about a year. We had, I believe, 9 different queues that people were skilled in and the caller be routed to the people with the skillset for whatever issue they were calling in about. Just checked the employee count online of said company and they are at just over 98k employees. I'm assuming our level 1 just handled more complex issues instead of routing everything that might take longer than 10 minutes to fix, cause 50-60 would be absolutely crazy there. And I still think that sounds like an awful job, despite that fact your an executive now.

Awful is relative I think..

The two years I did concrete work I considered a terrible job but the guys I worked with loved it.

I have said this before on this forum, but service desks are not for everyone. But when people blanket it as terrible isn't also fair either. I loved talking to end users. I thoroughly enjoyed working on the front lines, defusing situations, and resolving issues I can. Yes, it is valid there isn't a ton of growth but that DOESN'T mean their CAN'T be growth.

I went from a service desk level 1, to a level 2, and to an event corridinator. No, it isn't as as sexy as going from a service analyst to a NOC or Jr Sys Admin, but I also had NO idea what I wanted to do in IT -- So the ambiguity of the service desk served me well until I figured out that as a people person with intuitive soft skills and sales skills, that mgmt would be a good path for me.

What I learned there helps me now, so that is where I PERSONALLY am coming from.

With all that said, I can see why many people **** on a service desk or helpdesk. I get it. I just don't agree.

-scott