IT support is an essential element of running a business. It offers companies the means to resolve issues quickly and efficiently.
IT support is a job that necessitates an in-depth knowledge of computer hardware and software, as well as patience and superior problem-solving abilities.
Level 1
Level 1 support specializes in answering simple customer requests such as password resets, printer configurations and break/fix instructions. These employees perform basic troubleshooting and filter Help Desk calls to prevent escalated requests (Levels 2 and 3).
IT firms can outsource Level 1 support to protect sensitive information while offering efficient customer service. These companies adhere to stringent security protocols with advanced systems and experienced agents.
Unfortunately, junior-level technicians often lack knowledge and industry experience but can be quickly and expertly trained by their employers. Companies offering these services also provide various advantages to clients such as improved customer service or data entry.
This level of IT support necessitates subject matter experts (SMEs). These individuals possess in-depth knowledge about a product’s creation process and can solve complex issues. They may have access to company and product architecture and engineering documents, as well as research and code changes or other solutions which they then pass along to Level 1 and 2 support personnel for implementation.
Level 2
Level 2 support refers to a team of IT personnel that possess advanced skills and access to company resources. They are accountable for responding promptly to customer phone calls, emails and social media posts regarding technical problems.
This level of IT support typically uses knowledge base tools and step-by-step guides to assist customers with their tech problems. If the issue cannot be solved by members of this tier or requires more access privileges, then the issue may be escalated up the chain for higher level assistance.
The employees at this tier are trained to troubleshoot the most common IT issues using their expertise in hardware and software tools. For instance, if a customer is having difficulty utilizing an app that has stopped them from requesting a loan, members of this tier can resolve the problem using company applications and automated systems.
Level 3
Level 3 IT Support is an integral element of a business’ technical support strategy. It has the potential to significantly influence customer retention and churn rates, so it requires extensive expertise to effectively resolve technical problems.
In a typical three-tiered support model, Level 3 technicians provide the highest technical proficiency available to a business. They may include product engineers or developers who specialize in complex issues related to apps and systems.
They typically address issues that have been escalated by higher support levels but not yet been resolved. Typically, these involve software and hardware configuration, troubleshooting and repair tasks.
IT Support organizations use tiers of IT Support to control costs and enhance customer service. Furthermore, these tiers enable employees to advance through different levels of expertise based on the type of IT issue being resolved.
Level 4
IT Support is the monitoring and troubleshooting of computer systems. This can be done via phone, email, live chat or video, chatbots, online tutorials, as well as software which enables IT techs to remotely control a user’s device.
Level 0 IT Support – Processes Help Desk calls and provides basic technical assistance and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to IT applications support or call for outside vendor maintenance (Level 4).
L2 IT Technical Support – Assists with more complex and critical technical issues that cannot be resolved by lower level support. This includes performing root cause analysis and creating customized solutions.
Improved customer satisfaction.
This level of IT support requires highly-specialized technical knowledge and is usually capable of resolving even complex and critical technical problems, leading to increased customer satisfaction. Plus, they typically utilize cutting-edge tools and resources for more efficient problem resolution.