In a high-volume, fast-paced environment like ITS, exceptional work often happens behind the scenes. But when a team consistently sets the standard for professionalism, responsiveness, and collaboration, it deserves to be recognized. The Primary (Tier 1) Service Desk is doing just that.
As the first point of contact for thousands of employees across Idaho state agencies, Tier 1 is where ITS service begins, and where the customer experience is often defined.This year, the team has:
- Answered 21,166 calls, each averaging just over 8 minutes and 39 seconds
- Maintained a 93.6% live answer rate, ensuring nearly every call gets answered in real time
- Closed more than 24,500 tickets, representing 32.9% of all ITS incidents and requests
These numbers reflect not only the volume of work, but the consistency and care with which it’s delivered.
Beyond the metrics, the team has streamlined onboarding so effectively that new hires are fully trained and handling tickets within just two weeks. This success is built on clear documentation, strong peer support, and a team culture that values knowledge sharing and continuous improvement.
They’ve also partnered with teams like UEM to automate repetitive tasks, reduce resolution times, and improve service accuracy. At the same time, they maintain and expand the ITS knowledge base, keeping it up to date for both support staff and customers.
A new training handbook is currently in development to help future team members get up to speed even faster. This isn’t just a team doing the job. It’s a team actively shaping how ITS delivers support across the state.
“The Tier 1 team is where the ITS customer experience begins. They don’t just resolve issues; they build trust, take ownership, and raise the standard for everyone.“
—Kayne Tisdale, Service Desk Manager
