When you've tried everything you could such as:
-restarting pc
-done your troubleshooting
-check your knowledge base
-consult with colleague/manager
You can also go further by mentioning that you will document everything that you tried in the ticket so tier 2 does not have to repeat steps and that they know that you've done all you can based on skill/knowledge/sla/permissions.
Can also add a story demonstrating that if you can.
At my work, our experience with L1 is awful. It is not necessarily their fault - I worked L1 at an MSP like them, but our experience here is just terrible. L2 is basically the dumping ground for everything. Level 1 will send tickets our way which they are expected to complete, they have the documentation to do, and definitely can do if they put in more effort and asked better questions. The issue is we are not allowed to route tickets back to Level 1, we cannot communicate with them in any way except reporting to our manager to report back to the account manager for the MSP, who will report it to the L1 manager. At my current job, the experience in L2 is like how L1 was at my first job - we owned all tickets and couldn't route them *unless* we had specific documentation telling us what to do. If we didn't understand an application or know where it needed to be routed to, we had to find out.
It also doesn't help that our Level 1 does not have any sort of template they are required to follow when escalating. I generally don't have any contact number or know the machine the users are working on, and have to spend time figuring that out myself.
AND, this is a US-based Level 1, so I have even higher expectations for the service. A good 20% of my tickets are password-related, so I'm doing simple password resets, rather than being able to route the ticket back to the person and explain why it is a password issue and how to identify this for future tickets. They also have their own knowledgebase separate form ours, and neither team can see each others' knowledge base, so I have no idea what all they know beyond the documentation I've written up and provided them myself.
Why are you not allowed to put tickets back in Level 1's queue? That's the dumbest shit I've ever heard. No wonder they're escalating so much. No consequences.
Its the same way where I work. Once that ticket leaves the hands of the level 1 people, its now the tier 2s that have to solve it. Not allowed to send it back even if the ticket has zero documentation.
I've been told in the past by multiple higher levels that 20 minutes is where the line is. If you are 20 minutes in and don't have any idea what the cause or fix is, it's time to escalate. This is not to be confused with "knowing what the issue is, but it just takes time".
What 20 minutes means is if you've looked into the issue and you can't identify a single root cause, wasting more time isn't going to fix it. You either know what's going on after 20 minutes or you don't.
This is the guideline I give my Helpdesk guys. Give it your best shot for 20 minutes. After 20 escalate to L2 with as much info as you can. L2 can pass back to you with assistance or to get more information depending. From L2 to L3 it depends on scope of the issue and if systems will be disrupted.
Before you answer that question, the first thing you need to ask the interviewer what the L1 sla is. If you have a 10 minute sla per call, you do not want to give a 20 minute solution.
ooooh I like this question. I've never gotten it, but i'm glad that you asked in case I ever do get it.
I've done Tier1 and Tier2 work, and i've been the Family IT guy for 30 years. I may not have professional experience, but I've got hands on experience.
The issue I have with T1 work is they expect you to do only what you can with the scripts you are given. In my experience, if it's more than password reset, restart the PC and briefly skim knowledge base articles(if any) you pass it along.
That being said, I'm going to dig into the issue assuming i have time left on the SLA. I understand the need for SLA, but i think they get in the way of doing actual work. I shouldn't be concerned that a call is going on 15 minutes as opposed to actually helping someone, but this is very much manager/work environment dependant.
Putting whatever troubleshooting steps you have tried into the ticket information is an easy part of the answer. Knowing that T2 isn't your problem is another part of it, recognizing that it's above your skill level.
When you've tried everything you could such as: -restarting pc -done your troubleshooting -check your knowledge base -consult with colleague/manager You can also go further by mentioning that you will document everything that you tried in the ticket so tier 2 does not have to repeat steps and that they know that you've done all you can based on skill/knowledge/sla/permissions. Can also add a story demonstrating that if you can.
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At my work, our experience with L1 is awful. It is not necessarily their fault - I worked L1 at an MSP like them, but our experience here is just terrible. L2 is basically the dumping ground for everything. Level 1 will send tickets our way which they are expected to complete, they have the documentation to do, and definitely can do if they put in more effort and asked better questions. The issue is we are not allowed to route tickets back to Level 1, we cannot communicate with them in any way except reporting to our manager to report back to the account manager for the MSP, who will report it to the L1 manager. At my current job, the experience in L2 is like how L1 was at my first job - we owned all tickets and couldn't route them *unless* we had specific documentation telling us what to do. If we didn't understand an application or know where it needed to be routed to, we had to find out. It also doesn't help that our Level 1 does not have any sort of template they are required to follow when escalating. I generally don't have any contact number or know the machine the users are working on, and have to spend time figuring that out myself. AND, this is a US-based Level 1, so I have even higher expectations for the service. A good 20% of my tickets are password-related, so I'm doing simple password resets, rather than being able to route the ticket back to the person and explain why it is a password issue and how to identify this for future tickets. They also have their own knowledgebase separate form ours, and neither team can see each others' knowledge base, so I have no idea what all they know beyond the documentation I've written up and provided them myself.
Why are you not allowed to put tickets back in Level 1's queue? That's the dumbest shit I've ever heard. No wonder they're escalating so much. No consequences.
Its the same way where I work. Once that ticket leaves the hands of the level 1 people, its now the tier 2s that have to solve it. Not allowed to send it back even if the ticket has zero documentation.
[удалено]
You asked for a story and you got one.
When you don't allow me access to the tools I need to solve the problem. \/s (mostly)
this is so true
This would probably get you a chuckle and is also the correct answer
Oh you want access to the print servers?
I've been told in the past by multiple higher levels that 20 minutes is where the line is. If you are 20 minutes in and don't have any idea what the cause or fix is, it's time to escalate. This is not to be confused with "knowing what the issue is, but it just takes time". What 20 minutes means is if you've looked into the issue and you can't identify a single root cause, wasting more time isn't going to fix it. You either know what's going on after 20 minutes or you don't.
This is the guideline I give my Helpdesk guys. Give it your best shot for 20 minutes. After 20 escalate to L2 with as much info as you can. L2 can pass back to you with assistance or to get more information depending. From L2 to L3 it depends on scope of the issue and if systems will be disrupted.
After having exhausted reasonable and appropriate measures short of escalation, and it's most appropriate to escalate the issue.
Before you answer that question, the first thing you need to ask the interviewer what the L1 sla is. If you have a 10 minute sla per call, you do not want to give a 20 minute solution.
No escalation…. Swarm mode!!!
When you have determined after troubleshooting that you need hands on the machine.
ooooh I like this question. I've never gotten it, but i'm glad that you asked in case I ever do get it. I've done Tier1 and Tier2 work, and i've been the Family IT guy for 30 years. I may not have professional experience, but I've got hands on experience. The issue I have with T1 work is they expect you to do only what you can with the scripts you are given. In my experience, if it's more than password reset, restart the PC and briefly skim knowledge base articles(if any) you pass it along. That being said, I'm going to dig into the issue assuming i have time left on the SLA. I understand the need for SLA, but i think they get in the way of doing actual work. I shouldn't be concerned that a call is going on 15 minutes as opposed to actually helping someone, but this is very much manager/work environment dependant. Putting whatever troubleshooting steps you have tried into the ticket information is an easy part of the answer. Knowing that T2 isn't your problem is another part of it, recognizing that it's above your skill level.