1st line Service Desk doing sys admin work with SSL certificates

1st line Service Desk doing sys admin work with SSL certificates

Summary of Post

I stayed an hour longer, on a task force call with management and another 3rd party, the one responsible for infrastructure management, figuring out couple last bits. I spent whole day tracking down different people responsible for servers hosting these websites, coordinating their efforts, or installing new certificate myself where I could and had access to. I even answered a call from a 3rd party technician (definitely better paid than me), who couldn't install the certificate to IIS. Two of them have quit few months back and our head of IT outsourced whole infrastructure management for on-prem stuff. Or possibly by that time I'll be working somewhere else, where going the extra mile is more appreciated. We host multiple different portals, some used only internally, some for external users and customers. Including our VPN solution (yes, in parts it relies on the same certificate as well).

I'm 1st Service Desk, working for a mid size company (around 200 users). I really mean that. There's no one else, just me, single person. I'm taking a break from ITIL process management actually. I went back to SD, wanted to do technical stuff again.

Today was the day we had a wildcard SSL certificate expiring. We host multiple different portals, some used only internally, some for external users and customers. All depending on that single certificate. The responsibility for these websites is split between IT, webdev team, and couple 3rd parties.

We don't have any sys admin in-house. Two of them have quit few months back and our head of IT outsourced whole infrastructure management for on-prem stuff.

I spent whole day tracking down different people responsible for servers hosting these websites, coordinating their efforts, or installing new certificate myself where I could and had access to. I even answered a call from a 3rd party technician (definitely better paid than me), who couldn't install the certificate to IIS. Using openssl I helped him merge .crt and .key files to .pfx, which seems to be the format IIS understands. I stayed an hour longer, on a task force call with management and another 3rd party, the one responsible for infrastructure management, figuring out couple last bits. Including our VPN solution (yes, in parts it relies on the same certificate as well).

Before the call ended, I heard this from the Director of IT: "OK, you can drop off now if you want."

And they just continued talking about other stuff. No pat on the back. No thank you. Just "you can drop off".

The next time we have a major fire to put down, I'm not gonna move a finger. I'll just log a ticket, cause I'm 1st line. Or possibly by that time I'll be working somewhere else, where going the extra mile is more appreciated.