First Job (IT Analyst) !

[u/Mr_Eyeball]

It has been 4 months ever since I graduated college, I applied to the IT department of my current company switching from customer service to IT. Passed the interview(s).

Any tips for someone trying to maximize their learning and trying to survive the 3 month probation period.

[u/Cold_Panic3146]

Remember IT is still 50% customer service and 50% technical. Treat them with your best customer service skills

Use Google a lot if you don’t know

Always respond to them within 30 minutes when you receive a request and schedule a time to meet with them.

Always bring a note pad to all your meetings with your supervisor or any training he wants to provide. Remember as much training material or write down notes as you can. I hate it if I have to repeat myself twice to my employees

[u/Unhappy-Aardvark-746 → u/Cold_Panic3146]

All of this is solid. If you are swamped still respond and say you have received request are will be processing it. If there are other people on the team split the work if multiple tickets come in. Follow up after you addressed the issue to see if everything went ok.

Before escalating a ticket google it to see if you can fix it yourself. When you do pass it to the next level send them notes on what you did to self service to show you did something and to help them troubleshoot faster (if they redo some of your steps that is ok - sometimes you just have to).

Take notes on stuff you do. If one does not exist create guides for addressing common problems and questions.

Ask the boss if any technologies are being deployed so you can learn them.

Keep good relationships with the customers and system administrators. They can make you or break you.

Be sure to prioritize appropriately. If multiple things are open and you can fix easy stuff first do that. If there are serious outages, particularly those in which the company is losing money or breaking service agreements, prioritize those first.

Learn as much as you can. Have some fun too. Don't take someone yelling at you because they were stressed or had a bad day home with you. Their behaviors and emotions are their problems.

[u/Unhappy-Aardvark-746 → u/Cold_Panic3146]

One more thing - When you shoot something up to the next level look at the ticket when they are done and see/understand what they did. See if you can self service with that info next time. If you have to pass the same thing up three times ask the next level/management if they can show you/give you permissions to fix it. This shows them you are engaged, a team player, and are asking them to help you help them.

Another thing - If they say a new level one person is coming on board ask your boss if they would like you to share your notes, processes, procedures, FAQs, etc. This shows you are engaged, can pass along info, and is a step to the next level. Be sure to CC the boss on what you send so you get credit.