It is an agent who acknowledges a ticket. It is an agent who responds to the user (in case the ticket is in English) and reaches out to L0 (in case the language is other than English). Only L0 agent translates the language in which user responded to English and vice-versa depending on whom to reach out. An L1 agent has to keep in mind the SLA's and has to respond quickly. If the L1 agent is aware of the solution, he should fix the problem and mark it as resolved.
Step-by-step guide
- Check whether you are the right recipient of the ticket. If not, assign it to the right agent within your group.
- If you believe that you do not have a solution for this ticket, escalate it to L2.
- If you believe that the ticket does not belong to CGI ( Routing - SAP Applications , Routing - NonSAP applications ) - inform L0 about this by adding a private note to the ticket
- L1 has about 30-45 minutes per ticket
- In case of Access Management, if you believe the forms are not filled properly, send it back to L0 by adding a private note asking for more information
- In case of Access Management, if approvals are not received, send it back to L0