Question:

How can I handle the ticketing system and the team dynamics as a T2 IT support technician at a university?

I have been working as a T2 IT support technician at a university for a month and I am facing some challenges. I would appreciate some advice on how to improve my situation.

I am part of a team of 8 technicians, divided into two subteams. The subteam I belong to supports two departments that generate 80% of the support requests, but only represent 20% of the customers we serve. The other subteam has less workload and more resources. The ratio of technicians to customers in my subteam is absurd – about 1 to 750+. I recently learned how to grant access to folder resources in the AD management app, and I realized I have access to all the folder resources in the AD. A new employee who is very demanding has been sending us multiple tickets for different issues – printer, computer recycling, shared folders, loaner device, etc. I decided to address as many of his tickets as possible (my team seems to dislike closing tickets), and I also resolved some other tickets from the same area while I was there. However, one of those tickets was apparently assigned to one of my coworkers, who had been working on it for a week. I don’t understand how, because the ticket was very simple – just adding four people to a folder resource that the requester already owned. My coworker claimed she was waiting for access herself (which she did not mention in the ticket), and she was very angry that I wasted her time. I granted access to those people in about 10 minutes. Then my coworker sent a rude email to the requester, complained to me “about the way I work, not me”, and complained to my manager about me resolving her ticket. I had to face the wrath of both the requester and my manager, and the ticket is still open in the queue, making me look bad. The same day, another coworker reopened a ticket that I had already closed – and I had clearly stated the resolution in the ticket, “I went to the customer’s office, did xyz, they indicated they were happy with the solution and said thanks” – and she suggested some obscure solution to the problem. And she did not even close the ticket again. It is also still open in the queue. This is all very frustrating. The three of us who are relatively new in the team are doing 80% of the work, trying to close tickets. I don’t even bother going to my office anymore. I feel like I am being penalized for my work ethic and my ambition. One of my team members told me last week to stop working so hard. But I don’t think I am – I often leave early, I have plenty of idle time. I sometimes wander around the campus for an hour, reading books or having a relaxing lunch. We are all unionized (I would never give up my union), and I think that might be part of the reason for this situation. Promotions are very rare – 7 years for the first one, and after that there is no more room for advancement. You have to wait for the people ahead of you to retire/leave/move laterally/die. I am really feeling like this is not the right job for me. I wanted to be a developer. I didn’t want to deal with customers. I am still applying for development/engineer roles, but I need to do something for work in the meantime. But why are my teammates so annoyed with me closing their tickets? It was a 10 minute task. I didn’t even know she was waiting for access – and even if I did, why wouldn’t I just do it for her anyway? When I was a T1 helpdesk, we would close a ticket every time we communicated with a customer. If they still needed or wanted help, they would write back and reopen the request. Is that not the way to do it when you move up? I keep asking other people on my team and I get mixed responses. Edit – nobody is paid here based on the number or time of tickets, and nobody tracks or logs the time spent on a ticket, nobody uses the number of tickets closed/resolutions for anything meaningful at all.

Answer:

Here is the article I generated:

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How to Handle the Ticketing System and the Team Dynamics as a T2 IT Support Technician at a University

Working as a T2 IT support technician at a university can be challenging, especially if you are new to the role and the team. You may encounter various problems, such as a high volume of support requests, a lack of resources, a dysfunctional ticketing system, and a difficult team dynamic. In this article, we will offer some tips on how to cope with these issues and improve your situation.

One of the main challenges you may face as a T2 IT support technician is the overwhelming workload. You may have to support hundreds of customers with different needs and issues, while having limited time and resources. This can be stressful and exhausting, and may affect your performance and satisfaction.

To manage your workload effectively, you need to prioritize your tasks and plan your time. Here are some suggestions on how to do that:

• Use the ticketing system to track and organize your tasks. Make sure you update the status and the resolution of each ticket, and communicate with the requester and your team members. This will help you avoid confusion, duplication, and conflict.
• Follow the service level agreement (SLA) and the escalation policy of your organization. These are the guidelines that define the expected response time, resolution time, and escalation process for each type of issue. They will help you determine which tickets are urgent, important, or routine, and how to handle them accordingly.
• Delegate or escalate tasks that are beyond your scope or expertise. You don’t have to do everything by yourself. If you encounter a task that requires more resources, skills, or authority than you have, you can ask for help from your team members, your manager, or other departments. This will save you time and effort, and ensure a better outcome for the customer.
• Balance your workload with your well-being. You need to take care of yourself, physically and mentally, to perform well and avoid burnout. Make sure you take breaks, eat well, sleep well, and exercise regularly. You can also use your idle time to relax, read, or pursue your hobbies. Don’t let your work consume your life.

Improve Your Ticketing System

Another challenge you may face as a T2 IT support technician is the inefficient or ineffective ticketing system. You may encounter problems such as unclear or incomplete tickets, missing or inaccurate information, conflicting or overlapping tickets, or unresolved or reopened tickets. These can cause delays, errors, dissatisfaction, and frustration for you and your customers.

To improve your ticketing system, you need to follow the best practices and the standards of your organization. Here are some suggestions on how to do that:

• Use clear and concise language to write and read tickets. Avoid jargon, slang, or abbreviations that may confuse or mislead the reader. Use proper grammar, spelling, and punctuation. Use bullet points, headings, or tables to organize your information. Use code blocks to display formatted content such as code, commands, or logs.
• Provide relevant and sufficient information to describe and resolve the issue. Include the following details in each ticket: the requester’s name, contact information, and department; the issue’s description, symptoms, and impact; the steps taken to troubleshoot or resolve the issue; the outcome or resolution of the issue; and any additional comments or feedback.
• Follow the ticket lifecycle and the workflow of your organization. Each ticket should go through the following stages: creation, assignment, acknowledgment, investigation, resolution, closure, and evaluation. Each stage should have a clear owner, action, and outcome. Each action should be documented and communicated. Each outcome should be verified and validated.
• Close tickets only when they are resolved and confirmed by the requester. Don’t close tickets prematurely, arbitrarily, or without consent. Closing tickets means that the issue is fixed, the customer is satisfied, and no further action is required. If the issue persists, the customer is unhappy, or more action is needed, the ticket should remain open or be reopened.

Build a Positive Team Dynamic

A third challenge you may face as a T2 IT support technician is the negative or hostile team dynamic. You may encounter problems such as a lack of communication, collaboration, or trust; a presence of conflict, competition, or resentment; or a difference of expectations, goals, or values. These can affect your morale, motivation, and performance.

To build a positive team dynamic, you need to foster a culture of respect, support, and feedback. Here are some suggestions on how to do that:

• Communicate openly and honestly with your team members. Share your ideas, opinions, and concerns. Listen to their perspectives and feedback. Acknowledge their contributions and achievements. Appreciate their strengths and skills. Apologize for your mistakes and learn from them. Avoid blaming, criticizing, or gossiping about them.
• Collaborate effectively and efficiently with your team members. Work together to achieve common goals and solve problems. Coordinate your tasks and responsibilities. Share your resources and knowledge. Help each other when needed. Seek or offer guidance or advice. Celebrate your successes and learn from your failures.
• Trust and respect your team members. Treat them as professionals and peers. Recognize their autonomy and authority. Honor their commitments and expectations. Support their decisions and actions. Give them constructive and positive feedback. Encourage their growth and development.

Conclusion

Working

as a T2 IT support technician at a university can be rewarding, but also challenging. You may have to deal with a high workload, a poor ticketing system, and a difficult team dynamic. To cope with these challenges and improve your situation, you need to manage your workload, improve your ticketing system, and build a positive team dynamic. By following these tips, you can enhance your performance, satisfaction, and career prospects.