Definition of the levels of helpdesk support

[loic2003]

I'm looking to find a pretty in-depth definition of each of the three tiers of help desk support, and examples of roles each perform. Does anyone know of a good example?

Essentially I'm having issues with my job definition. It's a small company so I do have to do things like password resets (though we're getting a junior to do that sort of stuff soon), but I'm doing things like building whole new domains for companies and migrating users/data/applications, which I'm pretty sure is beyond any Help desk support, yet the boss insists that I am helpdesk and hence earn helpdesk wages....


Thanks in advance.

 

[KLin]

1. Find new job that will pay you as a sys admin
2. Tell Boss you have job offer
3. wait for counteroffer
4. consider counteroffer
5. take or reject counteroffer
6. Take or reject new job offer
7. ...
8. PROFIT

 

[I Saw OJ]

Creating domains and migrating users doesnt sound like helpdesk stuff. Sounds like you are being taken advantage of.

 

[oddyager]

Originally posted by: loic2003
I'm looking to find a pretty in-depth definition of each of the three tiers of help desk support, and examples of roles each perform. Does anyone know of a good example?

Essentially I'm having issues with my job definition. It's a small company so I do have to do things like password resets (though we're getting a junior to do that sort of stuff soon), but I'm doing things like building whole new domains for companies and migrating users/data/applications, which I'm pretty sure is beyond any Help desk support, yet the boss insists that I am helpdesk and hence earn helpdesk wages....


Thanks in advance.

Define small company. Smaller businesses WILL have their technical staff handle multiple roles which includes Help Desk / Sys Admin / Network.

 

[alkemyst]

what my angle would be is skip hired the Jr. (unless he is really needed) and profit. If he is needed try to get yourself into being more or less his 'boss'.

In a small company though the best ammo you have is that being their are not multiple people doing stuff, there are no clear job roles.

I am not sure what they are paying or where you are at, but $30k would not be far-fetched in most areas for even Level 1 help desk (true help desk, not just ticket loggers).

There really is not a true definition of roles other than Level 1 is the Level 2 is the and Level 3 is the :laugh:

 

[Czar]

As a sys/network/everything admin I can tell you that I would not trust any helpdesk person to do what your Boss is asking you to do. Helpdesk usualy is all about user support.

I recomend that Klin proposes.