I’ve recently been asked by the VP of IS to formalize and document our entire IS staff’s job descriptions and also he wants me to define what our levels of tech support are.
I realize most companies have support levels 1-3. 3 is usually meaning its the support issues that go to the senior support staff and 1 are handled most likely by junior level/entry level tech.
Is there an easy way or “trick” to determine what issues are at what level? For so long here I handled all support by myselffrom as simple to cleaning a mouse ball because the mouse wasn’t tracking right to building servers with RAID controllers, SCSI controllers, redundant power supplies, etc and of course network design and administration tasks.
But now it appears to be that I’m being tasked with letting go of some of these roles to delegate them to new staff we are taking on in our department. As the IS manager in charge of the tech support functions, I need to have the criteria for tech support levels in writing. For whatever reason, I finding it hard to think in these terms. I’ve always looked at all issues as things I had to fix.