Technical Support L1&L2

Role & responsibilities Identifying suitable tasks and processes for automation, such as for routine tasks. Ticketing tool data is analyzed to identify the best use cases for automation, calculate the benefits, measure the performance upon implementation and improve. Intelligent ticket routing: Automates routing of tickets to the respective tier based on predefined criteria like issue description, user category, severity, etc. Similarly, tickets are escalated automatically if they meet criteria like prolonged resolution time to assign to higher support tiers. Self-help portals, chatbots and virtual assistance: Implementing self-service portals, KB documents and FAQs for users to find solutions to common issues. This will act as ticket deflection, reducing the number of tickets created and giving support personnel more time to work on genuine issues that need attention. Efficient monitoring system/event management: Monitoring tools are configured with automation triggers to gather more details of an incident, like health checks, and document them in the ticket. This reduces the time technicians need to gather the details and results in faster resolution. Metrics & KPIs/CSI: This includes defining and tracking KPI related to SOP/automation effectiveness, using performance data to identify more SOPs/automation opportunities, refining existing SOPs/workflows and optimizing resource allocation across support tiers. Training and support for all tiers: Skills development is central as more mundane tasks get documented into SOPs or automated into workflows. IT support teams need additional training programs to enhance their proficiency in handling more complex tasks and using automation tools to their full potential.