Remote work has turned user-facing IT support into a fucking nightmare
IDK probably depends on your org.
There's always some compartmentalized knowledge that stays with a select few - usually within a sub-department of your department. Their bosses may not always agree with your sub-dept's boss. Sometimes the solution that both sides come to is a simple one: inaction. Just don't do shit and pretend like everything is ok. Make sure not to share info, except at the 11th hour when someone desperately needs that info. Yes, we do have processes that are either nonexistent or vague enough to be interpreted in various different ways.
Give senior staff lighter workloads, but then act like they have the same workload as everyone else. Be surprised when you can't keep skilled employees (who will never receive meaningful raises) that have to deal with users directly. Let the people on the bottom, the support employees, feel the direct effects of this fucked up dept.
And you can't even walk up to people in your dysfunctional org for help anymore. You have to awkwardly ask for stuff through Teams messages or email. You might get a response. Maybe. This wouldn't be an issue for someone in a functional org, but you don't work at one of those. Do they even exist? Gotta be nice to people because your smooth user experience depends on people with more admin access to you throwing you a bone. You're the first to get fired. They're the last. When it comes to senior staff you have a mix of 1) person who calls vendors to fix issues 2) person who actually fixes shit that gets escalated up to a higher level. Ideally, they'd all do both of those things. The world isn't ideal, though, so you're getting either one or the other. They never document shit even though you and your people are admonished for not documenting or not annotating tickets with enough details.
Everyone's ticketing system sucks. Fuck your ticketing system. Everything will always suck. You are wasting your life and talents on people who don't deserve them. Well, they are paying for them. ...but are they paying enough? No one ever is. You make a little more, and the cost of living goes up. Your dream of making fun shit for a living is not happening. None of your dreams are. Job hopping only gets you to another shitty job. What a wasted life. The leeches of the world live freely. You have shit to contribute but you don't have time. There's the hours between work and sleep. That's it. Good luck trying to achieve your dreams or better yourself with that lil' sliver of time left over.
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