A very good insight of life in trench as a front line help desk tech. You were all professional with your report, kudos to ya. Been there and done that, I know your hands are tied and they should empower techs like yourself to do more. Although, BA along w/ other providers has room for improvement, however I'm glad they have extended your training to better understand the system you support which will enable you to provide better service to your clients.
Keep up the good work! "Knowledge is power!"