I have been working in the same position for almost 2 years now at the same company. Since commencement of my role, I believe I have developed key understanding of jobs performed by other departments. As such, I would like to request a review of my position to better suit the jobs I am performing.
The main roles for my position are:
- Answer incoming phone calls for IT related questions;
- Maintain a ticketing system and collect relevant information to escalate
- Liaise with other departments to get a customer's issue resolved.
Now I do not want to say that "this role is beneath me", but I would like to ditch the requirement of categorising tickets and answering phone calls, and simply free myself up to do more work. Because of the company we work in, hiring another staff member to do my role is not an option.
I would like to, without being rude or inconsiderate, ask about the feasibility of offloading the requirement of answering most (obviously not all) of the phone calls and ticket assignment to my co-worker whilst I engage in the more technical work.
What would be the best solution to this issue? I'd like to bring it up with my supervisor and ask if it a valid option. Of course, I do not want to place the burden on my co-worker to simply answer phones and tick fields all day long.