IMHO For user satisfaction, most places have it upside down.
You want your most technical people on the front line (picking up phones, replying to email, answering chat) able to resolve issues without transferring.
Let your least experienced tech go deskside. Remember, chances are that end-user has spent hours struggling with this box-that-sits-on-their-desk-making-them-question-their-intelligence. The end user is frustrated beyond belief. So, seeing a tech (even a green one) struggle and have to call in for advice will console their egos.
