General discussion

Locked

Levels of Support

By tpcombes ·
Please describe the different levels of support available through an IT Help Desk.

This conversation is currently closed to new comments.

7 total posts (Page 1 of 1)  
| Thread display: Collapse - | Expand +

All Comments

Collapse -

Levels of Support

by James A Bailey In reply to Levels of Support

Companies have there own ideas about what levels they want to provide, but the most common levels are Tier 1 - Tier 3.
Tier 1 support would take basic calls
Tier 2 takes calls that are less repetitive problem that takes a little troubleshooting
Tier 3 would take the most complex

Collapse -

Levels of Support

by tpcombes In reply to Levels of Support

Thank you very much. This is the simple version and is helpful for me to explain it to others.

Collapse -

Levels of Support

by Ann777 In reply to Levels of Support

I agree with the above answer with the following difference (and it's probably similar in other huge organizations).

Tier 2 and Tier 3 often merge. Tier 3 in our organization is the last resort -- essentially, they re-image a system. Tier 2 takes care of hardware and software problems. Tier 1 is first level basic support; if they cannot resolve in ten minutes, they are to forward it on to Tier 2.

Collapse -

Levels of Support

by tpcombes In reply to Levels of Support

Thank you. I can see that large organizations may adjust their coverage to meet the needs of their customers. To be competitive, an organization of any size must be flexible to such needs. I agree with this philosophy, too.

Collapse -

Levels of Support

by SixFourtyKilo In reply to Levels of Support

Our corporation is structured a little differently, if not backwards:

PC Administration - Takes care of moves, phone installs, swapouts and inventory. They take care of phone and network connectivity at the closet level and will go as far as terminating a line.

Level 1/Help Desk - Answers a calling queue, solves problems over the phone and forwards work orders to the designated groups and affiliates. The Help Desk may or may not deal with issues that they are able to solve depending on the current call volume. If the tech finds that they cannot solve the issue it becomes forwarded to Level 2. Required visits and physical activity live moves and swapouts become forwarded to PC admin.

Level 2 - is more familiar with proprietary software, general software and other advanced situations. They generally make direct contact with the user or will sometimes assist over the phone.

Level 3 is usually a redundant organization often referring to Network Engineering, Software Support and/or Voice Communications.

Hope this helps!
640k

Collapse -

Levels of Support

by tpcombes In reply to Levels of Support

This is the most helpful as it describes each level a bit more. Thank you for your time and helpful advice.

Collapse -

Levels of Support

by tpcombes In reply to Levels of Support

This question was closed by the author

Back to Desktop Forum
7 total posts (Page 1 of 1)  

Related Discussions

Related Forums