As an Active Directory Admin, Systems Manager, or System Administrator within an internal IT team, you receive a variety of service tickets from your team and/or clients. These can range from simple troubleshooting to more meticulous tasks such as handling user permissions. While some may need escalation to Level 2, reducing the number of escalations is a key goal.
Meticulous tasks such as system errors, onboardings for new employees, or handling administrative work can take up to 10 minutes or more to resolve. It’s not that these tickets are overly complex—they’re just sensitive, require high attention to detail, and must be handled thoroughly. These types of tickets have hidden costs, detailed below.
How does Admin Support Differ from a Typical Level 1 Ticket?
There are key differences between admin support and a Level 1 ticket.
Level 1 Support: The first line of defense for IT issues; provides front-line support and focuses on resolving basic problems quickly and efficiently.
Level 1 support includes but is not limited to:
- Basic Troubleshooting: Password resets, troubleshooting, software installations
- Cybersecurity Awareness: Promoting cybersecurity practices among end-users.
- Application Support: Basic guidance on software and applications usage.
- Connectivity Issues: Resolve issues such as internet connectivity and network access
Admin Support: Admin support tickets are a form of Level 1 support that takes more time but should not require escalation. However, many internal IT teams may escalate these tasks to Level 2 due to their complexity and time-consuming nature. Essentially, admin support assists with more specialized tasks that are not basic.
Admin Support includes but is not limited to:
- Provisioning IT processes: Ensuring that users have the necessary access and resources in order to perform their roles effectively. This includes managing permissions, access rights, and ensuring compliance with security policies.
- Managing user accounts: Setting up new user accounts with specific access rights. Accounts may involve permissions only admins possess and expertise in compliance regulations.
- Log analysis: Reviewing system and security logs in order to identify irregularities, track user activity, and support troubleshooting efforts. This helps maintain system integrity and supports proactive issue resolution.
- Checking environment and system-based tools: Monitoring and verifying the health of IT environments and tools, including performance monitors and configuration settings, to ensure everything is running smoothly and securely.
The Hidden Costs of Misclassifying Admin Support Issues
While admin support tickets are a form of Level 1 support, they are not complex enough to require Level 2 support; they just need more time. Misclassifying these tasks as standard Level 1 tickets lead to several problems:
Increased resolution time: Time consuming tasks can extend the average time to resolve tickets, putting IT internal teams behind in other work processes.
Potential for human error: Advanced tickets under time pressure can cause mistakes leading to vulnerabilities and downtime for a company.
Resource stress: Admin support tickets can overwhelm your Level 2 IT team, impacting overall productivity with other important issues.
Audit and licensing risks: Admin Support plays a critical role in offboarding processes. If a user isn’t properly removed from license lists, it can result in licenses remaining active unnecessarily. This can lead to businesses paying for unused licenses or purchasing new ones without realizing they already have available resources. Admin Support provides peace of mind during audits by ensuring that access is properly terminated and resources are accurately tracked—ultimately helping the business avoid unnecessary costs.
Security vulnerabilities: Timely and efficient offboarding is essential. For example, if a terminated employee retains access to systems, data, or applications, it opens the door to potential malicious activity. Admin Support ensures that access is revoked promptly, reducing the risk of internal threats and maintaining the integrity of your IT environment.
Optimize Your IT Efficiency with Professional Admin Support
Partnering with a service desk that understands the differences and can organize tickets accordingly can significantly enhance the efficiency and effectiveness of an internal IT team.
When you establish the right support structure, your more experienced technicians will gain relief and avoid lengthy and tedious tasks. Expert admin support teams process tickets efficiently, no matter how complex the ticket is.
Expert admin support guarantees correct task completion, especially those that are permission-based. Expert agents are aware of compliance requirements, so you won’t have to worry about mistakes that could lead to potential vulnerabilities.
In today’s business environment, the role of admin support is imperative in ensuring your IT operations are smooth running. The integration of admin support will assist your company’s IT team with tedious tickets and allow time for other technical tasks. It also mitigates risks associated with misclassified tickets. This collaboration will allow for internal IT teams to focus on driving productivity, creating new IT initiatives, and overall business success.
