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Hey Reader! Your tier 1 team isn't slow. They're stuck. Here's the pattern I see in too many MSPs: Tier 1 gets a complex ticket. They spend 2-3 hours searching for solutions. They try fixes that don't work. Finally, they escalate after burning half the day. Tier 2 solves it in 15 minutes. The real problem isn't skill level. It's the lack of clear escalation boundaries. Use the 30-minute rule. Set a hard 30-minute limit for tier 1 troubleshooting. After 30 minutes, automatic escalation. No...
Hey Reader, have you started using AI for your help desk yet? I am shocked by how few MSPs have even started using AI platforms for dispatch and ticket management. The tools in the market are very capable, and I encourage you to road test a few in the coming months in order to implement something. I had Matt Tougas, CEO of Mizo, on my podcast recently to talk about his experience building their AI help desk software for their own MSP. Like many tools in the MSP indutsry they saw an...
Hey Reader! I heard this great quote recently. Problems are only opportunities in work clothes. - Henry J. Kaiser As an operations person, this idea is very close to my heart. I find people in operations roles often resent problems as if they are getting in the way of their work. The fact is that the problems ARE your work! This extends to technical roles as well. Early in my career, I was complaining to an older colleague that companies were dumb for using Windows infrastructure. I said, "If...