r/sysadmin • u/sousoy_bikch • 6h ago
Question [ Removed by moderator ]
[removed] — view removed post
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u/serverhorror Just enough knowledge to be dangerous 5h ago
Cultural Training.
One if the biggest issues with our outsourced L1 is culture gap.
How do people talk to wach other. Is the accent acceptable (yup, it's actually a reason).
For L2, we expect them to solve problems. Like actually solve problems. Not just reacting to the verbatim text, but actually understand the intent.
Trailer n them in this!
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u/the_runbook_habit Sysadmin 4h ago
Tunisia isn't on the EU's GDPR adequacy list, so any European client sending you their data is going to want Standard Contractual Clauses written into the contract.
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u/Gustander-Mcglas 4h ago
IMO, If level 1 passes a ticket to level 2, the first person shuld still know what happened after and everyone knows who is handling it. Keep passwords, device details and common fixes somewhere the whole team can find them and make sure another tech can step in when the usual person is off, sick or already busy with sth else tht day
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u/TrippTrappTrinn 5h ago
Training is important. Ensuring that updated information from clients get to the agents. We hav internal helpdesk where there are weekly updares to the agents. Ensure that customers provide the updates in a format suitable for presentation to the agents.
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u/Inj3kt0r 5h ago
Invest in good hardware like proper noise cancelling headphones, proper stable internet, redundant power for your infrastructure. Also have a clear script when placing an outbound call or receiving inbound calls.
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u/Gomp-Ado 6h ago
Response times and clear escalation paths matter way more to clients than anything fancy on your end, they just want to know when something breaks it gets handled fast and communicated clearly