Support levels of a Help Desk

 Support levels of a Help Desk

an ITSM Service Desk, technical support is given by e-mail, chat, application software, fax and technicians.

The most common channels are telephone and face-to-face, although there is also technical assistance by computer and remote connection applications.

Regarding the support levels of an ITSM Service Desk, there are five:

Level 1 . Address the basic incidents of the client. It is called front-line support, level 1 support, front-end support , line 1 support, among others. Your goal is to handle 70% to 80% of user issues before taking issue to a higher level service desk agent job description.

Level 2 . Here, the members of the technical support team apply specialized knowledge in the computational area. The support is provided by experts in communication networks, information systems, operating systems, databases, among others, to solve specific problems.

Level 3 . Provides advanced analysis and expert-level solution methods. It stands for back-end , support line 3, high-level support, among others. It has the same function as Level 2 in regards to reviewing the work order and evaluating the time already served with the client. At this level, it seeks to resolve the incident in question.

Level 4 . Use knowledge from previous levels and often transcend organization. In other words, the support of a hardware or software provider is sought.

Level 5 . In addition to the above knowledge, the handling of the operation of routers and highly complex software is added, as well as programming in several languages. At this stage, one interacts with foreign personnel and uses at least one foreign language.