Brandon
How often do Tech Representatives at a University obtain tickets?
I am wondering about the quantity of work required to be a help-desk or IT manager at a university. #university #information-technology #it-management #tickets
2 answers
Ernie Binder
Ernie’s Answer
Not sure I full understand your question. However, let me give it a try. I assume you are asking about security clearance tickets and how often one has to get them. It depends on the level of clearance provided. Typically, a Secret Clearance is awarded to someone who files for a Secret clearance. The background check to obtain the Secret clearance can take up to a year to get it depending on ones background. Someone coming out of college can obtain a Secret clearance in far less time. Top Secret (TS) or Compartmented Clearances can be obtained after receiving a Secret clearance and a need to know, fairly quickly. Polygraphs are required for TS and above on continuing timeframe. The polygraphs are given every few years (2 - 5) depending on the projects. Polygraphs can also be given at anytime a security officer deems necessary. The bottom line here is that all this is no big deal. If you have nothing to hide, it takes very little effort to comply with what is needed to obtain these clearances or tickets as you describe. Go for it. The world needs more IT professionals.
I thank you for your answer, and in response: I do not think I have anything to hide, and I hope the world does need more IT professionals.
Brandon
Seth Edgar
Seth’s Answer
- The number of requests it receives
- How many people can respond to those requests
- The quality of the self-service options available to users
- The accurate routing of tickets
In my experience, people can only handle a specific number of tickets per day, but it's heavily dependent on the complexity of those tickets. Some things are the equivalent of a quick Google of the answer for a user (especially true for Tier 1 support at a HelpDesk), while others might be a 20 minute phone call with someone who has a highly-complex and poorly documented problem. Universities have a lot of people they support, so it all depends on what level of support they offer and what their portfolio of services they give to the overall campus.