Industry standards for Help Desk support - TechRepublic
General discussion
April 11, 2001 at 12:04 PM
jang1108

Industry standards for Help Desk support

by jang1108 . Updated 24 years, 3 months ago

Is there such a thing? I have been pretty much the sole support for about 2 months now for 65 people in two buildings, plus over 150 remote users, about 50 of whom I actually hear from. I do hardware, desktop, network application, NT and Exhange admin duties, research, recommendations, and purchase orders for hardware and software, Security system admin, and phone system admin duties. Our entire department was recently transferrred to a sister company, I stayed behind for support. I used to have a partner, he is working at the other company, as are the network engineer and programmers. I also do some support for that company and another sister company. I am the only person on call 24×7. I am feeling extremely burnt out and frustrated. I cannot get a firm answer on if/when my partner will be replaced. Of course, the new person will have to be trained… by guess who? I was working a lot of overtime (upaid, I’m salaried) and I stopped that for my own sanity, but guess what? Despite positive performance reviews, I don’t qualify for a raise! I’m seeing red right now. Am I being unrealistic? Am I really overworked? I am new to this field, maybe I’m just not cut out for this sort of thing. I used to be in sales, I got out because I didn’t like the pressure.

This discussion is locked

All Comments