Advice from an experienced IT Service Desk team leader

BobQ

Abu_Yoosha wrote: »

I can do the job and they're fully aware of what I can and can't do. They are going to train me on reporting. I just want to show that I've done my own study over the few weeks left.

I'd really appreciate it if "only those people who can answer the question" (even be it some quick points) comment only.

Well that is what you get when you ask an open question that suggests no effort to research a topic.

As you readily demonstrated there are plenty of free resources to show how to create a pivot table which you clearly found.

Have you looked at on line videos that address how to manage IT team performance?

http://www.techrepublic.com/blog/five-apps/keep-your-priorities-on-track-five-online-apps-for-it-managers/

There are many videos on such topics if you just want to have an overview of what are typical industry practices

maninthestreet

Have you identified your team's key performance indicators?

directdebiter

Shawn_Dark wrote: »

Yes I've got a background in ITIL, I've just not had to use it for over five years. I'm finally with a very good company and they're giving us SDI training.

I think I was just panicking a bit yesterday because it's a newly formed team and I only got offered the job the same day. Hence I posted the question on this forum and one other..

The other forum always gives positive responses only. Shame this forum has a few clowns who don't know when to stay quiet.

Thanks coming your way to both.

Have a good day!

As this isnt an IT / technical forum - this is a careers forum category it is difficult that you would expect qualified responses I think.

dcouponzzzz

If you have the steering wheel, take the SDI course, refresh your ITIL foundation, get the ITIL Service Desk step done and get your negotiating head on, because you're going to need some serious influencing skills and the knowledge to back it up when requesting software/resources and setting manageable targets.

I'd love to be in your position. My first target would be to become SDI approved. They're an incredible support structure and once you're a member, will be the go-to place for advice. You'll never need to post in a forum again Not to mention the invaluable networking opportunities you get from attending the conferences and events.

Reggie_Rebel

Key indicators are:

Number of tickets logged per day/week/month?
Number of tickets logged by service desk member?
Length of time to resolve tickets?
Any tickets outstanding for a particularly long time?

How do the above stack up against your SLA's

What reporting capability does your Service Desk software have?
What sort of reports are you being expected to produce, is it purely just number crunching or are you expected to delve into the category of the tickets to identify training needs or a gap in your organisations IT infrastructure.