Responsible custodian of the environment.
Pros: satisfaction at the end of every work day.
Cons: some days the call volume was overwhelming.
Half of my day focused on answering help desk calls with a "First Call Resolution" as the goal. The remainder of my day was spent managing more challenging help desk tickets.
Over time I developed soft skills to elevate the client experience and reduce the duration of down time.
Management actively reviewed my daily tasks and encouraged long term educational – more... goals.
My co-workers were always supportive and willing to help.
The greatest challenge was to manage the volume of calls to the help desk.
Positive client feedback kept the wind in my sails. – less