This is what we've been doing. We try to keep level 1 & 2 held to a certain level of expectations. You shouldn't be sending us a ticket that basically says "cannot open file". The ticket should include the full file information, the user name being used, the server being used, if other people in the department are having a similar issue, are there other issues we should be aware of (not the first time we've had tickets saying VPN is broken, and found out their internet was down). If the ticket doesn't have all the included information, or any sign of basic troubleshooting, it's sent to the team leads, and we discuss ways to improve and train further.
I can't say I know many people that want to be stuck on level 1, so helping and mentoring the people there grows them, the teams, and helps everybody all around. We all get a faster time to resolution because higher level folks don't have to deal with some of the basic stuff, and the customer/user ultimately ends up happier with the experience.
