Perfect timing of this video.I got hired as Computer tech sub at school district. im used to hands on but i'm going to do pure service desk due to distance learning.
Tier 2's at my company do this all the time. A lot of the issues we as tier 1's escalate aren't hard to fix time-wise, but require a lot of initial research find the solution. A lot of times I will look back through servicenow to try and find a similar ticket to what the caller is having an issue with. Often times I will find one in a tier 2 queue that is set to "resolved". I check the closure notes, and all the tier 2 put was "issue is resolved". Tier 2's never document their stuff, and it is infuriating to have to escalate a ticket that should be able to be handled at our tier 1 level, if the higher level techs would just document the ticket properly when they first fix it.
Everyone sucks at documentation. The company I work for is so bad across the board that sometimes my manager will say something to me about not having details in a ticket that are documented. He just expects the tickets to lack detail.
I stress this to my team ALL THE TIMEE If you escalate a ticket there should be enough detailed information in it for the assignment group to know what the problem is
man some tickets ive seen where a guy legit skipped every second letter, or one person in defense use leet speak all the way through it was seriously depressing
Just stumbled across your channel and watched a few videos and I love the way you present issues and provide explanations to specific situations!
Ah we meet again! From freshman year of college to now! Thank you very much for all your help!
Perfect timing of this video.I got hired as Computer tech sub at school district. im used to hands on but i'm going to do pure service desk due to distance learning.
Tier 2's at my company do this all the time.
A lot of the issues we as tier 1's escalate aren't hard to fix time-wise, but require a lot of initial research find the solution. A lot of times I will look back through servicenow to try and find a similar ticket to what the caller is having an issue with. Often times I will find one in a tier 2 queue that is set to "resolved". I check the closure notes, and all the tier 2 put was "issue is resolved". Tier 2's never document their stuff, and it is infuriating to have to escalate a ticket that should be able to be handled at our tier 1 level, if the higher level techs would just document the ticket properly when they first fix it.
Everyone sucks at documentation. The company I work for is so bad across the board that sometimes my manager will say something to me about not having details in a ticket that are documented. He just expects the tickets to lack detail.
Just curious, what ticketing system do you prefer to use & why? Could you do a video of all the systems you've used & the pros/cons of each?
I stress this to my team ALL THE TIMEE
If you escalate a ticket there should be enough detailed information in it for the assignment group to know what the problem is
Dude thank you for this video, convicting and helpful! Cheers
Great video!
Thank you sir... This is really our problem its a chaos!
man some tickets ive seen where a guy legit skipped every second letter, or one person in defense use leet speak all the way through it was seriously depressing
lol
I need help on resolving tickets and practicing's on how work as help desk
Thank you bro for this videos.
Thank you
What is name is your ticketing systems are used ? ☝️
Customers are stupid.
Lol. So they can access the internet but they can't acess a website so they write can't access the internet.
Yes!! Every freaking time!!
haha