I've recently started a new job as a Level 2 Helpdesk Technician at a startup, which includes some sysadmin and project management duties. This job involves chat support, and we're contractually required to respond to every message within 10 minutes, which makes it tough to handle everything effectively. There are only two of us managing around a hundred tickets, along with various projects and other responsibilities, and I've noticed a decline in the quality of my work. I've communicated my concerns to my superiors, but they've acknowledged the heavy workload and stated that it's a busy time of year and won't hire additional help. I'm curious about any signs that might indicate I've taken on too much work and how others have dealt with similar situations.
6 Answers
Seriously, who agrees to a 10-minute response time for Level 2 support? That's just setting you up for burnout. In my opinion, you should start looking for a new job. Staying in a role where you're set up to fail isn't good for your mental health or career.
You'll know you have too much work when your quality of output starts to slip. If you've already voiced your concerns to your bosses and they haven't acted, you might just have to decide how you want to handle it. You could either keep pushing yourself, do the bare minimum, or start looking for a new job.
I'm really interested in how others manage being overwhelmed, like myself – I work in a budget-tight education field and feel the pressure to do more with less too. It seems like everyone is feeling the strain lately.
After talking to management and getting nowhere, you really have two main paths ahead: find a new job, or try to present a case for hiring more staff. You could suggest how the increased workload affects ticket resolutions and propose a plan for adding headcount that would benefit the team and management long-term.
Stick to your 8-hour workday. If you have tasks left over at the end of the day, that's a clear sign that you're overloaded. Just remember, there will always be more to do, and you can't tackle it all at once.
True, but sometimes there's always more that needs doing, right?
Here are a few suggestions: First, gather data on your ticket inflow to make the case. Secondly, force your supervisors to confront the workload issue directly by asking which tasks can be deprioritized due to the busy period. They need to understand that decreased quality affects everyone's reputation, so don’t take that hit without guidance.
If they push you just to manage deadlines, start looking for new opportunities and ensure you're not compromising your well-being.
Yeah, honestly, just doing the bare minimum seems like the smart move right now.