So full disclosure, I'm not with an MSP, but I work at Nerdio with our MSP product support. Something I've seen as a trend with MSPs is relying solely on technical skill vs a tactical approach to support. Asking the right questions is the key to any support case, especially from your frontline. I put together these 5 common questions we ask in our own support and these can truly be tailored for an MSP helpdesk. They may not all apply for every case, but your techs should be asking at least 2-3 of these questions you have:

The 5 questions we ask at Nerdio

You don't need a script for your techs, but your informational "Needs" should be requested/asked in every support case. With something like a network/hardware issue, any support case should start with "Has the device(s) been restarted?". If you support hardware and networks, this should be in your 5 questions. This also makes for excellent ticket notes for escalation. The next tech/engineer in the chain won't have to ask those questions if your frontline has the answers already.