How many modern teams still use “First Line” as a distinct support function?
I’ve been creating service ops functions for over 10 years now, and I have never created a team as “first line” “second line etc.
I would have a team of Workplace Engineers to handle all modern workplace, infrastructure and EUC issues/requests, and service ops analysts for application support, problem tracking, observability and user training.
Everybody in the team are jointly responsible for items coming in, and I don’t have any people who would be seen as “just” triage or script readers.
Obviously I have progression roles such as Senior and Leads, which add extra responsibilities like project ownership, mentoring and escalation, but they would still answer calls and respond to tickets.
I recently joined a new company that has been setup with, what feels to me, like an outdated service desk rather than a modern service operations function, and the lack of motivation and willingness to support each other or step outside of their zone is something I’ve never experienced before.