Tight rope in IT Department - Service Desk Imperial PFS Employee Review

Even though you have lots of experience, the Service Desk employees are on a tightrope to do anything independently. Everything has to get approved through someone else unless it's minor. I taught the "Tier 2" folks how to do things, but I didn't have access to them. I was also under the impression that I could work on the Tier 2 team. You must be able to handle a situation in less than 4 minutes. If not, hand it off to someone else. Not all situations can be handled in 4 minutes. You'll be put on probation if you go beyond that 4 minutes. Oh yeah, your co-workers will micromanage you, too.