Our L1 Teams specialize in procedure.
We take anything that can be repeated, write it down clearly, and execute it thereafter, so your support team never needs to do it again.
You could hire more super smart guys
Or a Level 1 support group can effectively double your existing team's time and increase their retenetion by removing the work they don't want to do anyway.
Get Real Documentation
Not general guidelines or notes that can only be used by the people who wrote them.
It's a Level 1 team's job to document the steps required to operate day-to-day and resolve process breaks.
We call this runbooking and it is the heart of our operation.
This is where we separate context and judgement from procedure.
We spend a lot of time making sure our documents are clear and executable by anyone.
We believe anything can be proceduralized.