TSC - Do you guys get negative marks for opening ICS cases?

nerrollus

Well-Known Member
The guys I work with have been having nearly impossible luck getting past the TSC to report very obvious problems to ICS. Does sending cases to ICS negatively impact your metrics, or are we just running into thick headed people?
 
ICS tech here... TSC does not necessarily receive negative marks, they do have a certain percentage of work they should be solving without escalating/dispatching TSG (resolution rate). The problem you have is that the quality of the TSC desk employees has gone down drastically. Most of the good technicians went to ICS. TSC hired a lot of idiots to replace them. Some of these people have no technical knowledge.
 

Catatonic

Nine Lives
Lack of Technical skills we can work with it's the people and documenting skills that need improvement.

That's an interesting statement. Is this the basis for a management decision to cut cost by hiring people with no technical experience to work on a Technical Help Desk?
 
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