As part of your company’s monthly help desk debrief meetings with your entire team, your manager brings up that there seems to be a rush to escalate, and many tickets are finding their way to level 2. This has caused a great debate between the team’s members defending their position to escalate and level 2 analysts who are suggesting tightening the process.
- In your opinion, what is the best support for help desk personnel wanting to escalate?
- What is the best support for level 2 analysts not wanting so much escalation?
- How would you propose to resolve this issue and strengthen your team?