ITS Help Desk promotes professional development

May 16, 2019

The ITS Help Desk has played an important role over the years in launching many IT colleagues into a successful career at Yale. Help Desk staff start their Yale IT experience working in a collaborative team environment allowing them to advance their skills in a variety of areas, including:

  • technical support
  • IT security awareness
  • critical thinking
  • problem-solving
  • knowledge management
  • process management

By participating in an all-encompassing training program on ITS services and their involvement with project teams and process improvement activities, staff are engaged and gain a broad perspective of technology at Yale.

Most recently, the individuals listed below transferred from their Help Desk role and carried their experience and perspective to their new positions:

  • Justin Denny, Identity and Access Management
  • Michael Macary, Email and Collaboration
  • Jesse Sabbagh, Platform Services and Support

Working with other groups, within ITS and the wider IT partner community, has many benefits. Navigating through service changes and problem escalations helps build and foster relationships. It also gives insight into industry standards for IT processes. Understanding the University and information security processes can help avoid unnecessary delays.

A new career development framework enables promotions within the Help Desk team. Promotions help support initiatives for increased effectiveness and improve service levels. The new framework includes multi-level positions that offer both technical and managerial paths. This enabled the promotion of two internal staff members: Alan Hopkins Jr. and David Woyciesjes, both recently promoted to Applications Systems Specialists.

The knowledge learned, coaching received, and success achieved at the Help Desk prepares staff for future endeavors both within the team and beyond into other areas of IT.