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Help Desk Level 1 vs. Level 2

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by sheilau

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I am interested in how other companies' help desks define Level 1 vs. Level 2 calls...we are in the process of attempting to make that definition, and I am hearing all kinds of differing opinions on what makes a call a Level 1 or a Level 2. I wouldbe very interested in hearing what other professionals think. Any ideas?

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by sandym

Do you mean Level 1 or 2 as per an SLA?
If so we use a Level 1 definition of "Many affected, cannot continue to work(e.g. production critical failure)" - immediate response is required, Level 2 would be "many affected, can continue to work(e.g. e mail is down)" - 15 minute response required.

(We are a manufacturing company, it would be different I guess for other types of operation).

Also there are known exceptions, e.g. the Chief Executive's laptop is always a Level 1!

by kathleenu

In my experience as a Help Desk Manager, usually

Level 1:
Answer the phone and attempt to resolve the issue in 30 min. or less.
Deal with the 'quick fixes' such as unlocking network accounts, helping someone reboot a computer or login, etc.
Level 2:
Receive escalated calls from Level 1 technicians.
Resolve issues requires more complicated steps, network involvement or dealing with high end users such as presidents, CEOs, etc.

This way the level 1 folks can sift though all the calls and keep the level 2 folks off the phone for silly issues allowing them to research and resolve more difficult or complicated issues.

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