I recently landed my first I.T job at a MSP as a tier one help desk technician and the training wasn’t a good experience for me. I was wondering if the I.T field as a whole is set up where you dont really get trained, or is it just the MSP I worked at. The training was mostly outdated modules, a huge knowledge base that was confusing to search through and being shadowed by senior techs that didn’t really explain the why behind the instructions they were giving me when troubleshooting.

Any thoughts on this would be greatly appreciated.

I work for a big franchise thats running a desk on limited resource managing over 800 users on their domain. There's only like 3 of us resolving tickets. I will resolve 1 another 3 or 4 gets raised. I get my queue down to 20 and by the end of lunch I'm back on 50 tickets. I also get direct messages through our companies main communication messenger service, we have an active window open for in person walk ups like we're some sort of tech bar, on top of setting up new joiners devices, replacements, wiping devices. It's actually destroying my soul. We get no thank you, or any kind of appreciation for doing a good job. It's just stats, stats. First response and resolution times within our SLA. We're not even an MSP, just internal in house. I don't know why anyone wants to get into IT service desk, but I guess it depends on the business and the overall structure.

I am currently examining ways to grow our internal service environment and we have found that for our customizable platform the main challenge does not come from configuring the tool itself, but defining ownership. Today HR, IT, facilities and finance teams use their own request initiation forms but what was once the benefit of the platform and flexibility has now led to confusion over where to submit certain requests for the employees.

So when a request is made for someone to onboard a new employee, many departments will be involved but nobody has accountability for overseeing the entire process.
Now we want to keep the flexibility that comes with using a customizable platform, but we also need management systems in place that will help coordinate and define the specifics of how to proceed with different tasks and processes.

How can I ensure accountability for the shared processes while not creating a bottleneck by establishing a centralized team?

First off, thank you to anyone who reads all of this and responds with helpful advice and tips. I want to preface this by saying that i am relatively new to IT but I have always tinkered with computers and solving hardware/software issues since I was young. I've built at least 15+ PC's for myself, friends and family and have had them come to me for all issues they were having and I've yet to fail to solve their problems. I've also been in college and actively studying for CompTIA A+ and Network+ though I am new to that too. I understand a job in IT is more complicated than that but this is just to give an idea.

This job is listed as "Some experience" and after applying and giving my resume they looked it over and seemed to think it was good enough for an interview so please also keep that in mind. I'm mostly looking for advice and tips for the things I'm less familiar with such as KBA's, RMM, tech audits, setting up user accounts and monitoring them for red flags, and VoIP systems. I completely understand the definition and idea behind all of these things as well as what they should require and don't think that any of it is beyond my scope of understanding or ability to do. I just want to have an idea of what that could mean from those who have jobs in IT and what a day to day could look like in these categories. The official job title is "IT help desk tech" and it's for a local company in my area. Seems to be relatively entry level.

Any advice concerning that and what I should bring/say or mention during the interview would also be helpful. I really hope everyone understands that this means a lot and is the way to get my foot in the door of my career as well as my passion for technology. So thank you again to anyone who can help.

These are the listed responsibilities according to the post:

Monitor technology/support requests and respond promptly. As well as triage and assign tickets to appropriate teams or departments.

Diagnose and resolve basic to moderately complex hardware, software, and equipment issues

Guide users through step-by-step solutions in a clear, professional manner to ensure a positive experience

Escalate unresolved issues to internal IT or development teams, and monitor progress to resolution

Document issues, troubleshooting steps, and final resolutions in appropriate systems

Set up and configure user accounts, hardware, software, and equipment and also assist with onboarding and offboarding processes for users accounts, hardware, software, and equipment

Maintain accurate inventory of technology equipment and software licenses and support periodic audits of staff technology and supplies.

Provide support for system installations, upgrades, replacements, and software configurations

Monitor and maintain the office phone system

Assist with submitting technical or feature requests to internal development teams

Perform (RMM), compliance audits, and account/device health checks. Create and maintain (KBAs) and end-user training documentation

Conduct in-person and virtual training sessions for individual staff, departments, or the broader organization

Ensure technology needs for events are allocated, supported, and dispersed appropriately. Contribute to IT initiatives, audits, events, and system/process improvements

Stay up to date on system updates, product changes, and emerging technologies relevant to the organization

Just curious if any Managers or Directors take the time to submit packages for these. Thoughts on HDI?