Hey everyone! I work in a small IT team with just two of us supporting over 500 users at our company. The ticket queue feels endless, and I'm constantly getting calls marked as 'urgent' even after hours. I'm not actually on call, and since I'm not compensated for after-hours help, it can be really overwhelming. What are some effective ways to set boundaries with both users and management without coming off as unhelpful? I could really use some advice!
2 Answers
The best approach is to simply not answer calls on your work number outside of office hours. Mute any messaging apps you use for work. You don’t need to be their friend; if users can't respect your time, you shouldn’t feel obligated to answer.
You really should avoid responding after hours unless your contract specifically requires it. If you find the ticket queue isn't decreasing, it may be time to talk to management about increasing your team size or getting users to follow the proper procedures. With just two people handling so many users, you're definitely understaffed!
Totally agree with this—it’s essential to have enough staff to manage the workload.