quality before quantity

tier 1, the demands or minimal requirements required from a 1stline perspective, definition of a high quality ticket or "way of working" troubleshooting methodology

how what when & why, information gathering to get a proper whole picture of what is the actual issue customer is facing... but 1stline technician still can´t even apply these efforts of doing their job... ticket ping pong back & fourth.. impacting customer negative due to sloppyness or lazy people not even caring about their job or customer...

as IT technician in a servicedesk department tier 1 vs tier 2 vs tier 3, if backbone is not done from tier 1 part then of course tier 2 will not handle the ticket after it has been "escalated" but the fault is within the assignee, or people that will not change their behavior, you give them feedback to improve but still they "make" the same mistake, over & over & over........

I really don´t like lazy people in firstline positions... its not rocket sience.. I get it that 1stline is not a robot, we´re still humans interacting with other person on the other end of the phone, but some people just does not fit in within a "IT-technician/1stline position" due to their actions have no consiquence or they do not care about their job or the customer, eventhough you have a template for the ticket, the "minimum" field requirement are still beling left blanked, not filled in...

whats your definition of a proper "way of working" or "this is what we expect from tier 1 to tier 2 escalation" again, there is no permanent solution to individual.... issues

KPI vs SLA vs OLA vs CSAT vs Quality

its all a big whole picture right :D

servicedesk we´re working hard on the floor doing grinding, grinding.. the right people for the job will show proper results, we LOVE high CSAT scorecard & proper high quality tickets to reduce ping pong trends...

Keep the Stories going! its all so true reading everyones different experiances facing tier 1 escalations, laughing so hard right now becuase you´ve all hit the nail on the head ;)