IT Support

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?

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