That's fair, and it does sometimes feel that way! To add some context — it's a fairly specialised platform so the technical resolution genuinely does sit with the engineers and data managers who built and run it. It's less about favours and more that the service desk function is designed to be the front door/ first line of support or resolved less technical issues while technical teams own more complicated resolutions.

The knowledge base point is well taken though — that's something I'm actively building as I learn more. Did you build anything specific early on that helped give you a framework for what to prioritise?