Yeah, what you’re saying from your company is what our Customer Team wants to do with the first-line support team, but they belong to a Manager that reports to a different stakeholder that we do, unfortunately they see the first-line support team differently.

Yeah I think the problem with my company is that they want both things.

That they can be able to solve easy issues following a KB and to just escalate tickets if they take a bit more time or knowledge to solve.

We’re trying to solve the easier issues with Rundeck jobs that they can execute, but I think that will bring a new bag of issues:

• If the Rundeck job fails, they will have to not only include the issue but also the error in the Rundeck Job
• How can they check (or even have the knowledge) to know if the Rundeck Job worked like it should, to avoid situations where they said the issue is resolved, but then the client returns the ticket saying that nothing changed
• If a Rundeck job needs some parameters, that may add a bigger level of knowledge for them to have, to avoid running the job on the wrong machine for example

In our company it seems like there’s different mentalities on what they should be.

We want them to act like juniors for the Customer Team, but their Team management want them to be just like those old phone operators that pass on to the right person.

Thanks a lot for that insight, I have asked current and previous members of the Team about the KPI’s and unfortunately they are clearly not alligned with ours.

They have stuff like:

• Don’t keep Incidents with your, only solve if it’s fast (minus 5min), else pass to the expert team
• Can’t keep a Change for more than 5 days, even if it’s related to waiting for a client response

They do have credentials to access servers, even with root privileges on some servers (not that we think that’s safe), but there’s a lot of infighting between their management and other Customer Teams, they’re management want them to be able to touch everything but at the same time, doesn’t invest in training and want’s the tickets to be gone fast.

There’s also a lack of leadership and training, currently they have a week of onboarding and it’s just watching some Udemy videos.

I really wished they could be a bit better than a simple human “chat bot”.

I try sometimes to teach them what I can, they’re all in house and local.

I would hope the company could see them as a “first step” to the Customer Support.

Maybe I’m just trying to make them something they’re not.