As part of your company�s monthly help desk debrief meetings with your entire team

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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 ?

Answer preview to As part of your company�s monthly help desk debrief meetings with your entire team

�There are different reasons why the help desk prefers escalating the tickets. Firstly. escalating means that issues will be resolved quickly. That is because, at level 2, there is access tomore resources and skilled experts (Miels, 2022). Secondly, in level two, there is an allowance for troubleshooting issues. Given that, there is increased efficiency in solving various issues

Last Updatd: 10 Aug,2023

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