How are others doing Tier 1 and Tier 2 on the Service Desk

[Tregidga Limite]

Hello,

We have recently moved from all agents taking all calls to having tier 1 / tier 2 working practice

Tier 1 - log ticket, general enquiry, password resets (anything below 4 minutes)

Tier 2 - more technical that cal resolved tickets

Tier 3 - official second line teams   (Resolver teams)

It is working well and as expected however the team is struggling to hand tickets between each other and getting through the backlog (sometime tickets get missed). Additionally for call backs they use an excel spread sheet between the tiers - which is not ideal. (they gather best call back times from the user and prioritise via impact to user and VIP)

All the team (15 staff running 24/7) are in one group - Service Desk, have own log ins and we use dashboards, filters as well as we can to hit the new/old/VIP/escalations etc

Wondered how others are doing it?

[Goran WitchDoc]

I've been in a organisation where we in ServiceNow had actually two groups:

Tier 1 : Service Desk

Tier 2: Second Line

Both these two groups were staffed by people from "Service Desk"

Then the Tier 3 was third line which were the people outside of Service Desk. Since they had difference groups, it was easier to know what has been pushed to Tier 2 and not. If there was time over for a Tier 1 staff, they were allowed to look into the Tier 2 and see if there was something to do.

Some where using modules and some looking at the dashboard/homepage. It was more of a personal choice.

Also a big monitor on the wall showing some good information for the Tier 1 & 2 was a good way of not having them click around to much to get the info they wanted fast. Just a quick glance at the monitor and they saw how stuff were going.