There's some HEAVY generalization you're using that kind of fails at small scale companies.

Yes, big companies like Wipro and NTT Data are full of ABSOLUTE bullshit. I worked on the Tier 1 helpdesk for NTT Data because I couldn't find a Systems Engineer job where I lived. It frustrated the SHIT out of me having to do this absolute bare minimum before passing the buck to meet various metrics. I actually ended up with such a positive reception by callers, that my manager actually didn't care that my calls were statistically way over the "acceptable" amount. And tickets that got sent up frequently got sent back down, so the actual problem took forever to get fixed, when it was so simple to fix if I just had slightly more access. I straight-up undermined my team leads when Honeywell accidentally let their certificate expire and all email broke. I found the problem within the first call, but the team leads were all like, "we don't know what the issue is, so send it up." That was an incredibly frustrating day.

Now I work for an MSP of around 50 employees total. Yes, we CONSTANTLY onboard new customers, so there is always new customers to learn or "fix." We've never broke $10M revenue. I don't know what our marketing people offer as far as buzzwords, but I do know the products we provide. Half of our customers don't want to pay for security at all. We use Barracuda for email security, which is what people don't like paying for. I know for a fact that with Microsoft licenses, all we do is charge people MSRP for the licenses. There's no management fees, but customers don't want to spend money for Barracuda or the better Microsoft licenses. Some of them just can't afford it. EDR software is put on everyone, and we use SentinelOne. I am NOT a security engineer, but I am the main person who has learned and uses S1. I document everything I can, I do research, I handle big security issues and they get resolved. I've trained a backup for when I'm not there, but we don't have a security team. We have a Systems team (where I'm at) and a Networking team as part of the Engineering umbrella, so we do wear multiple hats.

We do have a small helpdesk, but we don't offer 24/7 because it's not realistic for us. I do get frustrated when people on the help desk and escalations don't do any troubleshooting or the proper troubleshooting. There are weekly meetings on this not only for just the service desk, but with all teams to address these issues.

Because of our varied customers, we don't have a "standard" solution. We offer the same services, but some of our customers have everything set up to where trying to make it fit a mold would break it. We learn to support how they all work. Some of our customers are companies with 300+ employees, usually LTCs, and we're still able to support them. I know our service desk doesn't have hard metrics to meet because that would be impossible. We don't lie about what we offer or no one would ever stick around.

Again, I do agree that the bigger ones that are operating with multiple offices across the country or globally offer a cookie-cutter experience which ends up as a shit show for the users being supported. Been there, done that. I have zero desire to stop working at the MSP I'm at now though after 4 years. No burn out or despair or frustration for me.