It’s a fun line, but can get frustrating if you don’t have relations with other departments who you can ping to get things done quickly. Distribution list with a few hundred users, suddenly can’t update it with any of your 4 accounts. MFA for VPN you can change but can’t alter/add specific security groups they need because you don’t have the access so you end up just needing to have someone you know will respond via chat and just throw them an ID sec group, ticket number and such and tell them you’ll contact the user and test everything after so they don’t have to fuck around with it, and you can get things done quicker than routing it and finding out someone kicked the ticket into the abyss because they read something wrong.
It’s a fun line, but can get frustrating if you don’t have relations with other departments who you can ping to get things done quickly. Distribution list with a few hundred users, suddenly can’t update it with any of your 4 accounts. MFA for VPN you can change but can’t alter/add specific security groups they need because you don’t have the access so you end up just needing to have someone you know will respond via chat and just throw them an ID sec group, ticket number and such and tell them you’ll contact the user and test everything after so they don’t have to fuck around with it, and you can get things done quicker than routing it and finding out someone kicked the ticket into the abyss because they read something wrong.