Week 4: Help Desk Hiccups

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Week 4: Help Desk Hiccups

    Week four brought me back to the IT Help Desk, though things moved at a much slower pace compared to last week's hardware adventures. Most of my days were spent processing request tickets, updating statuses and answering calls. But just when I thought I had everything under control, I managed to make some clumsy mistakes that I think, taught me more about the job than any perfect day ever could.

    Starting the week, having Monday being a chaotic morning, I was managing multiple tickets when I accidentally assigned a network issue to the wrong technician. Instead of routing it to the networking team, I sent it to the technical team which immediately called my line with a very confused tone. By the time I realized my mistake and reassigned it, the original requester had already followed up. Not my finest moment, but at least the networking team got a good laugh out of it when I explained what happened.

    Then came the bigger blunder on another day when a ticket for a malfunctioning printer that one of our techs, Sir Saint, had actually fixed on-site. But when closing the ticket, I absentmindedly selected "Resolved by End User" instead of "Completed" I didn’t think much of it until later, when Sir Mark casually mentioned that his resolution stats took a hit because the system didn’t credit him for the fix. He wasn’t angry, just concerned, but I still felt terrible. From then on, I double-checked every status update before submitting.

    The real test came when an department staff called, furious that their request of ink still wasn’t delivered. Turns out, I forgot to coordinate the request to the tech team. The requestor called my line and was a bit furious. After a very tense phone call where I had to apologize, I learned that a calm voice goes a long way in defusing frustration, especially when I'm the one who messed up.

    It was a humbling week, but honestly, I’m glad I messed up now rather than later. The tech team were cool about it (after some light teasing), and now I’m way more careful with the Help Desk system. Help Desk work might seem straightforward, but when you’re the one managing the flow of requests, every click matters. Here’s to hoping Week five has fewer mishaps, or at least funnier ones.

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