![]() How does the company approach training? How does one "level up" in a role? Do team members typically train for roles completely outside of helpdesk work? These are important things to know, as they will tell you how the company/team helps their employees gain new skills including ones that might lead them to another role at the same company or elsewhere.However, if each agent needs to close X number of tickets per day, you will be hard pressed to justify time out of the queue not answering tickets. If you have a generally sleepy helpdesk, there could be a lot of useful downtime where you can actually hop out of the queue and do some training. What are the actual metrics? Is it the time to resolution? Is it number of tickets solved per agent? Those are completely different.Some managers use metrics to completely define how effective their teams are, and no rock star newhire will change that kind of approach. How important are ticket/call metrics to the manager? If they are the end-all and be-all, don't expect that to change no matter how good or capable you are.("Do you have a mobile device joined to company wifi with the old password?" etc.) For example, unlocking someone's AD password because they keep getting locked out is transactional digging into AD auth logs and seeing that they are auth-ing with a bad password immediately after the unlock is more useful information. This is a great thing - these are stepping stones to getting higher levels of access so you can learn more and interface with more technical teams. If the team is empowered to dig into deeper issues and troubleshoot with elevated access (view access logs, debug, etc.), you can potentially assume that as you prove your ability and worth, you'll be granted more access to dig into deeper issues.If the majority of the work on the team is transactional (password resets, quick break/fix, etc.) and anything meaningful has to be escalated to a different team, that's not a great sign.Tally up non-transactional work that the team does Are they generally downers? Are they happy there? Disgruntled? If the majority of the team is not happy, you can assume that you won't be, too. Also take note of the general attitude and demeanor of the team members.That's not to say you won't learn from the people on this team, but staying at the same company and expecting to not be on that team in any reasonable amount of time should not be your only career plan. you will be (or are) working with extremely unmotivated people or the company does not generally promote off of the helpdesk. If most of the people on the team have been there for more than 5 years.Here's how you might avoid those: Take notice of the people on the team This is not to say that all helpdesk jobs are dead-end, but many are. System Administration, Networking & Help Deskįor Computer Science Career Questions: /r/cscareerquestions Think a sub should be added to a group let the mods know! Multi-reddit collections of common subs by discipline. State of IT - Great Summary Response Created by /u/jeffbxĪ few tips for new IT graduates and entry level Friday: Read Only (Books, Podcasts, etc.).Wednesday: What would you like to know?. ![]() Recommendations on ways to improve the sub? Contact the mods!.In some cases they may be temporary and as they become permanent rules will be updated. ![]() Other automations may be used as needed with our ongoing battle against Spam that are not immediately reflected in the rules.This risks doxxing people and you can tell the same story without it. No Emojis! Thanks Recruiter Spam Bots for this.Posts with title only or messages with just links in the body will be automatically removed!.Report any posts you feel do not belong.Screen out personal information as best possible to protect yourself!.No Job Advertisements or Recruiting or Solicitations of any kind.Want to make a change or get that next step in your career? Let us know the situation and we can help! General Rules Need help getting started in to IT? We can provide advice! ![]() This sub-reddit is designed to help anyone in or interested in the IT field to ask career related questions. Recommendations? Ideas? Want to help manage the Wiki? Message the mods! Description Want to chat with the community via Discord? Just use this link to join us: ITCareerQuestions Discord or check out Discord Server Page WikiĬheck out the start of our fancy new Wiki!
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