Tell me about your biggest challenge in the last 3 months?

Over the last 3 months, the biggest challenge I have faced was while working on our new helpdesk. We rolled out Zendesk earlier this year and now working on phase 2, plus feedback from the last survey. I have been doing the Zendesk enhancements while doing my role as a Support Team Lead, prioritising and planning have been key to ensure deadlines and normal duties are still completed.

Rolling out Phase 2 of Zendesk without a sandbox environment was a challenging task, especially when ensuring that changes do not negatively affect clients using the system. This challenge was overcome by creating a project plan, reading helpdesk articles and then testing to validate that existing functionalities are not affected by the new changes.

Change management was also a challenge to overcome. To help with the change, I created documentation with text and images, informed both our internal staff and clients about the impending changes, and organised training sessions, and surveys for feedback.

This challenge also allowed me to develop new skills and improve/practice existing ones.