In most companies I’ve worked for, T1 is there to put in tickets from calls, and handle the simplest of tasks (password resets, account lockouts, “have you tried turning it off and on again” tasks). Anything beyond that is generally sent to T2 (usually the desktop team who then force other teams to accept tickets as needed) and T3 for anything that more systemic or needs deeper troubleshooting and system knowledge.
In many places it’s a combination of piss poor pay creating little motivation and high turnover (and thus lack of training) and management prioritizing the wrong metrics (generally looking for short call times and short call queues). If you want to try and improve things I’d suggest learning about the KPIs that team is expected to meet, and then ask management why they chose those metrics. Generally I’ve found prioritizing first call resolution over call times to be a huge improvement to motivation of the team and user satisfaction scores (we all like solving problems and users tend to be way nicer when you fix the issue vice kick the can).
I would say, at least to your point about them not having access to systems, that’s it’s very common for T1 to have pretty limited admin access to systems. Partly to protect against inexperience, but also as a social engineering protection. If they need to ask for access to pass a ticket for elevated rights, it gets another set of eyes on the call to ensure it’s all kosher.
In most companies I’ve worked for, T1 is there to put in tickets from calls, and handle the simplest of tasks (password resets, account lockouts, “have you tried turning it off and on again” tasks). Anything beyond that is generally sent to T2 (usually the desktop team who then force other teams to accept tickets as needed) and T3 for anything that more systemic or needs deeper troubleshooting and system knowledge.
In many places it’s a combination of piss poor pay creating little motivation and high turnover (and thus lack of training) and management prioritizing the wrong metrics (generally looking for short call times and short call queues). If you want to try and improve things I’d suggest learning about the KPIs that team is expected to meet, and then ask management why they chose those metrics. Generally I’ve found prioritizing first call resolution over call times to be a huge improvement to motivation of the team and user satisfaction scores (we all like solving problems and users tend to be way nicer when you fix the issue vice kick the can).
I would say, at least to your point about them not having access to systems, that’s it’s very common for T1 to have pretty limited admin access to systems. Partly to protect against inexperience, but also as a social engineering protection. If they need to ask for access to pass a ticket for elevated rights, it gets another set of eyes on the call to ensure it’s all kosher.