[Innoc]

First tier helpdesk/support is a mixed bag regardless of the company. Generally those who are good at what they do won't stay there very long. Those who are very bad eventually get booted. Pay isn't generally enough to keep someone with any ambition and/or ability for any length of time. So you end up with a parade of new hires or people with mediocre skills who are reading from a troubleshooting tree and forcing you to play along on the home version of the game.

That said...Dell's Gold Enterprise first tier team is pretty damned good...mostly because I don't think that Enterprise Customers will put up with anything else.