My time these last two weeks with ODU\u2019s ITS Administration team has been a great look into the average day on an IT team in a position like mine. Although it has been on the slower side in the office, I\u2019ve essentially performed most (if not all) of my job functions. First off, I\u2019ll reflect on the hierarchy of the office. Ordinarily, it would be Supervisor >\u00a0Full-time > Hourly > Student-Worker. Since we don\u2019t have any student workers, us hourlies are responsible for all lower-priority work in the office. This will typically consist of things like preparing devices for disposal and lower-priority tickets around campus. Tickets within our ticketing system will fall between 1-4 on the priority scale. Typically, our Full-Time employees will take on all of these and focus any 1\u2019s and 2\u2019s in our ticket queue. It is my responsibility to focus 3\u2019s and 4\u2019s but isn\u2019t unheard of that I take on a 1 or 2 every so often. That\u2019ll only really happen if we\u2019re short staffed or it gets busy though.<\/p>\n
These last two weeks, I\u2019ve been dealing with a VIP client (priority 1), and a priority 2 ticket. These both have been given to me abnormally as my supervisor just felt like these were tickets that I could handle. What I\u2019m realizing is that these higher priority tickets are all generally more difficult to take care of, as there is a process before they make it to our queue that should remove the easier and more manageable tickets from our workload. I\u2019d originally thought it was just those with the higher positions (ex. departmental supervisor, Associate Vice Presidents, etc.) who\u2019d have high priority tickets. I now realize that it is a mix of that and the impact that a particular issue has on the user. The experiences I\u2019ve had with these higher priority incidents have taught me the importance of prioritizing our queue and gives me a higher appreciation for the system in place to make sure we aren\u2019t overloaded. We are the 3rd step for most tickets that make it to our department, and without the Helpdesk and our Remote team, I\u2019d imagine we\u2019d have a much more stressful time dealing with our workload.<\/p>\n
This week, we\u2019re to have our first team meeting since the start of the semester. I\u2019m looking forward to going over what we\u2019ve accomplished prior, and what is next for us in the coming weeks.<\/p>\n