Helpdesk structure

The general structure for a technical help desk is a front line that answers most issues, a second level with a higher skill set for issues beyond the skills of the front line, and a third and even fourth level for those rare issues that require even more in depth knowledge.

When the help desk is business focused, the steps are more often along authority levels.

Third and fourth level resources are often outside the help desk, for example in engineering or development. Second level may be a team leader, but my preference is to make it based on skills.

Your unigue objectives and requirements are necessary parameters for the reorg. Form follows function is a good rule for all structures.

That is kind of what I was thining too. Do you know of any sites that talk about case studies to justify a tier system? There are some in the company that thing the flat system is the way to go even though the ones in the flat system and myself feel otherwise. We are a smaller company (about 175 people) but we are growing.

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