How to handle your annoyance with help desk workers.

So I'm an Applications Analyst for a health care company. My job is to handle all issues with our EMR (health care software). I function more like a tier 3 in the support structure.

I'm pretty young and moved quickly from help desk to the position I'm in now. When I was in my help desk days I encountered a lot of mean tier 2 techs. Due to this I made a promise to myself that I would never be mean or condescending towards a help desk worker.

In the past year I've been at my position I've had a lot of poor encounters with help desk. Sending us tickets that are completely out of our scope, completing tickets that is our responsibility thus causing problems and taking a long time to send urgent tickets to my team.

I've asked more senior members of my team how to handle some of these tickets and they basically tell me to yell at them. Obviously in a respectful and constructive way but the messages I send remind me of the ones I got when I was a tier 1.

Last week I had an issue where a help desk worker. They did something that was out of scope and due to not having the right access caused a huge problem. After I flew off the handle a little sending a stern message and contacting their manager. Afterwards I realized I have just become just like the tier 2's I hated when I was working help desk.

So how do you guys balance being respectful towards tier 1 while helping them function correctly? My manager is extremely hands off so he doesn't talk to them often and the rest of my team just yells at them. I want to keep my promise to myself and not become a jaded tier 2.