Boost IT efficiency by shifting incident resolution to L1 techs

Shifting IT incident resolution from higher-level support (L3) to lower-level technicians (L1) offers significant business value. This blog post explores the "shifting left" strategy, highlighting improvements in efficiency, cost reduction, and enhanced end-user experience.

Key benefits include:

Increased productivity by allowing skilled resources to focus on strategic tasks
Enhanced end-user experience with quicker issue resolution
Scalability to manage growing IT ticket volumes without increasing headcount

The post also addresses challenges and best practices for implementing a tailored shifting left approach, using tools like Lakeside Software's SysTrack to automate common issues.

Vendor:: Lakeside Software
Posted:: Feb 21, 2025
Published:: Feb 22, 2025
Format:: PDF
Type:: Blog

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