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@polotek@social.polotek.net

2024-05-02 23:16 UTC

@ciggysmokebringer@kolektiva.social for help desk roles, I would tell people to get more curious about what metrics are used to evaluate their department. Is it tickets closed per month or per quarter? Is it CSAT score? Is it mean time to resolution (MTTR)? You should understand those metrics, and then ask your manager to help you track it back to your own work. How did your closed tickets contribute to your departments overall numbers. Does that make sense?

Replies (1)

  • @polotek@social.polotek.net Totally, and how we're evaluated and present our work in coworker satisfaction and captured metrics really just lends itself to 'ask questions, ask for help, you won't get blown up and looked down upon professionally doing so' at least at the more put together and nicer places to work. There's a lot less adversarial interactions and much more collaboration than what I've seen in supporting some engineers (the software ones were way more in their own head about their ideas and instincts than the aerospace/satellite engineers were about theirs, but those aerospace engineers were part of much much larger teams with specific focus on part of the end product, rather than the whole thing front to back, UI to database connections and architecture.) I really honed in on the being told 'nuh uh, you're wrong' or even helpful checks on setting expectations for others.

    Open ##2300421