Schedules Change and We Can Not Always Help

Challenges are gifts that force us to search for a new center of gravity. Don’t fight them. Just find a different way to stand. – Oprah Winfrey

There are 2 things that are challenging with my job in Technology Support. Well, there are always challenges, but these are the two biggest.

The first is that I am a Zone/Floater that has to drive from place to place. During the day, even though I have planned my schedule it will change in an instant. An emergency, or a request from one of the IT Specialist or my boss will divert me from the schedule I planned out. While frustrating, change is going to happen and I have to prioritize how I handle the changes. From experience, if you go with the flow, and alert folks that are expecting you then everything seems to work itself out.

The second is a lot more challenging, which is not having all the resources I could to help the end user. When I get a service ticket I go out, troubleshoot and try to resolve the issue while I am there. Some of the time the problem goes beyond the scope of what I have access or the ability to do. A lot of the time I can call or email someone to get the needed access, but there are times that I can’t and have to move the ticket to another person to finish with the end user. It is not a good feeling for me to tell the end user that I cannot completely fix their issue, but when I leave I make them feel that we are working on the issue and will have it fixed as soon as we possibly can. In these cases I have found that being resourceful with the tools I have and the people that I know has made me able to resolve a lot of things that I wouldn’t if I didn’t use everything I could.

Go With the Flow is a great philosophy that you might want to try if you want to enjoy what you do.


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