Scripting is good for entry level tier 1 support when they get started, but they need to know the analytics behind what they are asking. Then they'll be able to move along quicker and correlating incidents into the bigger picture. One of the key items I stress upon my engineers is consistency and quality. These also apply to the helpdesk and NOC environments so that tickets have useful and relevant information. What may be good in some environments is a random spot check and review of tickets with the person who worked them or maybe the person who provided the final resolution can critique the initial work. Just some ideas but they may not be practical in some shops.
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