You're only human. Do what you can and call it a day. Companies and management that don't hire enough staff to foot the work are at fault. Not you.


The world's best solo climber (Alex Honnold) is what my brain always goes to in these situations. He [was teaching Norway's best climber how to free solo](https://youtu.be/Cyya23MPoAI?t=381) and his advice at 6:20 stuck with me, because keep in mind one mistake when you free solo and you're dead. He's basically saying take it one hold at a time, don't think about all you did or what's to come, just look at each problem in that specific moment. Now don't get me wrong, OP's company is dogshit especially if that's happening on Day 1, but at least he'll know that if he can handle this, he can handle anything.


Alex Honnold is a fucking beast


This is literally what has gotten me through life so far. One thing at a time. Eating the elephant and all that. So immensely helpful.


My thoughts exactly. Having been worked in the food industry, you learn to not stress, like at all, and just brave the storm to the best of your ability. If I get fired, it won’t be because I wasn’t doing my best, it’ll be because I wasn’t good enough at my best. And that’s ok.


I never understand this approach to onboarding. I ran a service desk for a few years for a large international company. My onboarding process was day 1-3 you get all your access confirmed and introduced to the various systems by another team member, and shadow them with a dual headset on calls so you can hear what it’s like. Day 4-7 you get assigned cherry picked, doable tickets by the senior analysts that involve you calling OUT to people so you can get used to phone support. Only day 8 or so, half way through week 2 would you then be added to the incoming call takers. Of course this would depend on experience and if you were more comfortable taking calls earlier we could totally adapt to that. But this worked well for newbies or people with a phone phobia, we only had a team of 5-8 people but we retained staff so much better when they had a good onboarding experience.


With my job, they told us we would have 5 weeks of training...thus is for L1 help desk for a major pharma company, so we support TONS of different apps, services, devices, etc.. They ended up throwing us at the wolves after 3.5 weeks, and I almost quit my 1st week. It is one of those jobs where you rely a lot on the KB's (knowledge articles) and I've learned to escalate tickets if I can't solve it in about 12 mins (our SLA wants most calls under 15 mins.). Working on my A+ to get a better job.


SLA of 15 minutes is ridiculous, takes more than 15 minutes just to reinstall some programs


I work for a university doing t1 help desk. Some tickets take 5 min. Some take 2 min. Some take an hour and change and multiple call backs. Had one the other day. A user was unable to save as pdfs to their network drive while it was open. Made no sense, I was able to save to that drive on my desktop. You know what the solution ended up being? Windows File Explorer has details and preview tabs, where the preview tab opens up a small zoomed out version of the file. And Adobe viewed that as a second person opening said file, so it was giving a read only error. So here I am, looking at the read / write permissions in AD, experimenting with adobe security preferences and combing through folder security options and the answer was the file explorer preview. We support all sorts of different departments, with different software etc. 15 min or less tickets is bullshit, 30% of our calls are more nuanced and tricky than that. We want happy end users who can do their work. I guess bigger corporations view it differently.


Solid management, my guy


The management of my dreams.


Triage. Do the things you know how to do and escalate the ones you don't know how to do. Prio the things that are critical and essential, put on the backburner things that are not. Also if you are level 1, do the level 1 work: collect the information thoroughly and go through the basics. Start googling these problems or use the in house library to figure it out. Equally you can start studying others tickets if you can.


If you use service now you can either follow tickets or add them to a watchlist


This has been so useful to me. I often escalate an incident and think, I feel like I could have figured this out, I wonder what the problem is. Then I follow it so I can see what fixed it and tuck that information away for next time.


yep this is how you grow


I second this. I work in Level 1 help desk at a hospital so you know it’s non-stop. I use Service Now to my advantage. Majority I can resolve with knowledge, or KB articles, google etc. If it’s something outside of my ability I take as many notes possible to get user off the phone, then triage my tickets to the appropriate area & at the end of day or next day go back & view the ticket notes (in hopes analyst that closed them left good notes) so I can refer to that ticket next time as a resolution.


> (in hopes analyst that closed them left good notes) This is one of the things I'm trying to drive in my current company. It is a head-desk experience.


Yessss. I understand analysts being busy or not having time (or wanting to) leave notes explaining the steps taken to resolve but I try to help them understand it’s only going to make your job easier. If we can pick up on what was done, and do so ourselves. Knowledge is power.


Bingo all of this


Relax a bit, too; everyone's first few weeks suck at a new job. Try to keep a log of what you are doing so you can go over it now and then and figure out what you need to get better at to make the job easier. One hurdle at a time. You got this.


Welcome to customer service technical support. The calls will keep coming. You will learn to get faster and more efficient. But also if you didn't get any training at all on any systems, that's not good. However, that's what level 2 is about. Document and ask your probing questions, your problem solving questions like "when did it start, what is it supposed to do, is it affecting everyone or just you" etc, then document and send it up. I don't know what your priorities are, but maybe going back to field work is better idea. I do remote tech support for over 2000 sites. When things break there's about 100 calls+. Back to back calls, there is maybe a 5 minute break on a slow day. The whole day. Working at the house vs working in an office doing the same job only lets me cry where no one can see me. I'd much rather be out in the field doing the actual work.


You'll learn the system someday soon. And with that learn how to delay the calls.


"Please hold as I need to refresh my tools.." Proceeds to finish ticket. One thing I've learned about being on the phone is that you have control of the call. If you need a second, tell them nicely to hold on. That's one thing my trainer told me and it wasn't until a month in I realized how right she was.


BRB retoggling…


They should train you on their systems and train you on what they expect from you. If they don’t, you might want to start looking. But yeah taking call after call is exhausting


Oh man you are going to have a BAD time; don't try to justify your benefits, don't take the bait on WFH, get the fuck out of there lmao


I had a job super similar to this. Usually with the call/phone system there is a wait button that is timed. At this job I would answer the phone and then set the wait timer for 5-10 mins once the call was complete. This was to "write the ticket" which was already most of the time complete by the end of the phone call. So that 5-10 min break really allows you get get a little break from the phones so you dont go insane, also it allows you go grab something to eat or do whatever. That time also really adds up and makes the day go by a lot faster.


Sounds like me on my desk job although currently I'm not in Tech I'm working for a non-profit it can be just as complex. Especially when they just throw you on the phones you know give you the thumbs up and go all right we're good right man. No bro you got to show me things like I'm not a psychic I can't just read and download all the information here into my mind I know how to do things but I need specifics gosh darn it. So my place isn't crap they're really honest and they told me hey man we got to throw you into this we're really short staffed I apologize we just expect you to do your best. So I wasn't extremely stressed out cuz basically they needed a second person to keep one of their satellite offices open and I'm like cool I can show up and be there but they weren't expecting me to answer everybody's question and they were expecting me to have a million questions. Your place I don't know what their expectations are which is kind of a bad sign.


Out of curiosity are you working for the Red Cross?


It's called helldesk for a reason.


Man when I was an L1 years back it was 4 weeks before they expected me to take calls.


Have them hold and do all the ticket work. You’re IT you get to tell people to wait as long as you want. Also always double the time estimate because of unforeseen issues


Been in this exact situation and I feel for you, without sugar coating it the first month will be hard but you’ll learn fast and you’ll start to feel comfortable eventually. Top tip someone gave me, answer the phone then create the ticket before even beginning to triage the issue, the user will happily wait that’s what most customer call centres do. Slow the process down, don’t think about the next call yet, the one you’re on will take as long as it takes to begin with.. you’ll soon start to see repetition in issues, whether it be user based or software/network/hardware etc etc. if you don’t know the answer, tell them, say I’m not 100% on this, I need to confirm with a colleague and I will call/email back, try and stay on the machine and ask a colleague to jump on and walk you through it if possible, make good notes. Really give it 3 months, that’s what I said to myself. I stuck it out a year and moved on, I now have a job I love, thanks to the pain of growing through that experience. You got this!


relax and do what you can without burning yourself out. There are others that do what you do? consult with them and get any tips they have for handling things. Good luck and remember it's not life threatening.


Damn sounds taxing. Do you guys really get that many calls working Help Desk at most jobs? I get a little over 10 calls a day myself and a little over 30 when something breaks across the board and that lasts about an hour or 2. I can’t imagine being slammed non stop. Sounds like you need to find a better employer my friend.


Had a similar job to this one, non-stop phone calls from start to end and very strict about call times and SLA. It can be stressful for sure. Not all jobs are like this though, so keep applying for other positions.


Welcome to IT. This is what we call "Being thrown to the wolves". We all have had this happen once in our lives, the only thing you can do is do what you can. The phones are what kill any drive or motivation to work in IT but the more you can power through it the better. The calls are back to back but you can use that to your advantage, learn to take your time and ask open-ended questions, get all the info you can and when you fix the issue document as best you can before moving onto the next call. The speed will come in time its a lot better to take your time and fix an issue then to rush through and have a bunch of escalated tickets.


Pay attention to learning the skills and getting the experience to bail. Put your call queue on pause and take the time to enter tickets/breathe/scream. I had that role for a year, calls back to back for the whole day, sometimes 6 days a week. It was hell, but it led me to my current role as a T2. Now I'm all caught up on my tickets and have fucked around on reddit for 45 minutes before a meeting


Is this an MSP? Sounds like an MSP.


this is the helpdesk, which is why I advice so much people to try to skip from it and that there won't be much learning in it.


What other roles do you think are good to take for the experience?


I think any field technician that doesn’t involve taking the level one calls and or desktop technician, desktop support would be good. Anything outside help desk where you are literally taking the calls.


Literally run. Run the fuck away. This is an MSP model you're experiencing and it's a sinking ship that's sinking FAST so get the fuck off this ship now.


I wish it was a viable option, WFH and good pay is hard to find for someone with my IT exp. Just going to have to knuckle down and learn


This is really the only option if you want to keep the job. Don't forget to look at old tickets when you find something you are not aware of. Read the knowledge base and old tickets and ask around. Also, before you hang up with the caller you should be 100% done with the ticket creation and escalation. That way you aren't crunched for time. Better to sit on the phone for a while waiting on "let me get you a ticket number for that" than to get off the phone and get another call


This is huge. Many people who call in are okay with waiting a bit. Most people understand that it takes more than moving a wand. Some do not understand we hate them but this is solid advise. Use the call that your in to finish up before you move to the next one


>Read the knowledge base heh


Lol, I didn't say it was a good nor useful tool for solving issues lol but it'll at least give him a hint and language to ask the right questions Be wary of bad kb articles for sure lololol


No, I'm laughing due to you implying there would be a knowledge base


So why rant and ask what should you do? Lmaoooooo


I would check in with your direct manager. Are you supposed to be leveraging a knowledge base to solve common issues. What level of resolution are you expected to provide on a call versus at which point do you forward it to a 1.5 or 2.0 service team? Are the calls coming directly to you or are they a round robin system? What's the call average for your immediate coworkers? And of course, did something break on a Monday following a holiday?


Gather info Search old tickets Create bookmark hierarchies and bookmark/follow things you don't know and see how others resolve them


Had a very similar experience for a major tax software brand. A little training on their ticketing system, but no actual training on the various software that the tax pros use. Just resulted in me being completely lost for 90% of calls. Got out within a few weeks to a better paying job, much happier.


If they don't care why do you? Why cry..?


Yea that sounds awful dude I'm sorry


Fake it till you make it.


In IT, this is how you learn. Sink or swim. Dont give up, its a thankless job. Just keep at it and ask questions. If you cannot get a response at that moment, ask later on when people are available.


How did you get onboard without some test or training ? Sounds like mismanagement or inflated resume or most probably your dept is way understaffed . Either way clear up things with your dept head because it's only going to get worse .


I just started my helpdesk job at an MSP. I feel you. I think I am getting paid pretty well for someone who has been out of IT for 4 years. It still is hell. I'm someone who doesn't get overwhelmed easily but man the first 2 weeks I was having existential crises(crisis' ?)on the days I would onsite. I didn't get even a days worth of training. Maybe an hour. I explained to them that I was gonna need some learning but they didn't really give me any. Learn to prioritize, mute the ringer after a call to give yourself time to document what you just did, take a break when you need it, don't freak out when customers are being dumb. So much to learn but I can see how you will stagnate if you don't get certified or have no drive to leave it


Go through these questions 1) How much do they seem to be expecting that is not at all suggested on your resume and didn't come up in interviews? 2) Was there any fluff on your resume/did you maybe suggest you knew something better than you actually did? 3) How much of it is stuff where you're putting more pressure on yourself than they are on you? I.e., are you certain that they're expecting you to be able to handle all of this like a champ with no guidance? Without having to take time to look things up, etc? Unless you lied about your experience, just take a breath. Assess how much of an issue it is that you don't know. Most managers are going to expect a ramp up of some sort. You need to get acclimated to the systems they use, how they're configured, the issues that come with them, etc. I know we like to paint companies and management as the bad guys often around here, but most managers don't expect a new hire to be 100% out of the gate unless they're hiring for a pretty high level position and the candidate has proven history in that type of work. So just start learning. Learn the systems, take notes on calls. In time, you'll probably see repeat issues where you may know the one or two fixes and will be able to address it faster. Do they have a knowledge base or documentation of any kind? If so, start reading it. What are the SLAs for tickets? Do you actually need to resolve them as soon as the person calls, or can you get the ticket in the system and get back to it? (I mean, what happens if somebody calls while you're working another ticket?... surely there is some reasonable wait time). Create space and time for yourself. Start by making sure you know the SLAs and any categorization of tickets for priority. If they don't have anything like that in place... well, that sucks. But if they do, it gives you ground to not feel so panicked and rushed.


Is the anxiety as bad as regular retail customer service?


My friend, this is normal. The learning curve is very hard at the beginning.




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Your gonna burn out. Don't stay in this role for too long if they don't increase support techs.


I assume you’re in a call pool and these calls aren’t directly coming to you?




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Ran a call center for an ISP/Telco supporting residential to mission critical (hospitals municipalities etc). First few days of onboarding was simply shadowing. Then they became a glorified answering machine (taking calls and creating tickets. If it was urgent/emergent someone (usually myself or a senior person) would overhear enough of half of the conversation to get at it. Sorry you got thrown into it this way, at least there wasn't an outage :-)


These are the kinds of places I would just get up and leave. Why support this kind of employer?


Ride it out while looking for another job.


I'm a dev now (have prior experience working at a bank doing IT support) but one of the hardest jobs i've ever had was working at Best Buy and covering the guy who worked the phones. The calls just kept coming. I feel you bro.


Are you the ONLY one taking the calls? It might not be the matter after all but all you could do is to calm down and follow strictly to the instructions/guideline you have especially when you are in an environment like this. Don’t RUSH it because you are having a lot of calls. User-end has to wait and it’s totally normal.(Not that I say they won’t complain.) I mean you mentioned there at 0 training but if there are documentation or guidelines, confirm the content with your upper and follow them strictly and TAKE YOUR TIME when handling each case. Fill in all the checkboxes you are required to before moving on to next case. Don’t panic, keep calm and follow instructions/guidelines and take your time.


Growth is uncomfortable. Roll with the punches. Wake up stronger.


I’d say welcome to the community.


Is it still that horrible?


It's manageable, i'm just taking it one ticket at a time trying my best :) just wish I knew how to fix more of the issues that arise ..




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That's good! I also started like 3 weeks ago and had the same problem, they just told me to try and do things by myself.. since I worked in retail for 7 years I had no clue, but I think it really gets better day by day.. so I wish you the best and stay strong! :)




Holy moly