Today’s interconnected world necessitates having reliable IT support if businesses want to be productive and protected from potential security breaches and disasters. Reliable IT support not only increases your productivity but can help protect against security breaches or disasters as well.
IT support companies should have all of the capabilities required to oversee all facets of your system – from backups and security infrastructure, to connecting remote employees. You need someone that works together as your partner.
Level 1
Level 1 IT Support teams typically process Help Desk calls and provide basic support and troubleshooting, such as password resets, printer configuration changes, break/fix instructions and ticket routing or escalation to Levels 2 and 3. They may also contact external vendors for maintenance (Level 4).
Level 1 technical agents follow standard operating procedures to complete tasks quickly and efficiently based on user complaints’ complexity or simplicity. They utilize advanced systems to enhance data entry, customer support services and technical assistance services while adhering to relevant policies.
Level 1 technicians typically possess minimal company experience but possess extensive training in IT support and troubleshooting, working with clients across various industries to provide technical support for software, hardware and systems running on desktop or laptop computers.
Level 2
Level 2 IT Support provides escalated IT assistance beyond what Level 1 can handle, typically including break/fix services, configuration issues and troubleshooting/software installations.
Support at this level often requires technical expertise and experience in order to resolve issues effectively, and is usually provided by employees with extensive company knowledge as well as in-depth training in regards to technical aspects of products or services offered by businesses.
Dependent upon the Help Desk organization, Level 2 techs may either focus on solving known issues and escalate new ones to Level 3, or they may be granted authority to research and implement fixes for new issues – only escalate if beyond their skill set or ability.
At this level, those working are in charge of managing the functionality of corporate websites and applications as well as moderating customer forums to monitor comments from users. Furthermore, technical marketing techniques may also be employed in order to build and retain user information.
Level 3
Level 3 in a three-tier technical support model refers to the team responsible for handling difficult or complex issues, often known as Tier 3, back-end support, third line support or high-end support.
Tech support specialists with this expertise serve as the initial point of contact for Tier 1 representatives, and act as the primary support line for tickets opened from Tier 1. Additionally, this level is responsible for reviewing and investigating elevated tickets by verifying whether or not their cause is valid.
Utilizing knowledge base tools and step-by-step guides, they address basic and straightforward problems such as resetting usernames/passwords/hardware setup etc. They may use remote control tools if they cannot solve it on their own.
IT support tiers can be an efficient way of diverting issues away from the front desk and onto an expert team, which in turn helps your company meet better customer service metrics such as time-to-resolution.
Level 4
Level 1 support – Filters Help Desk calls and provides basic IT Support services such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Levels 2 and 3, ticket tracking as necessary and remote desktop control to troubleshoot issues as required by users. Some Level 1 technicians may take remote control of a user’s computer in order to troubleshoot any potential issues more efficiently.
Tier 0 IT Support – Automated solutions that enable users to self-serve and retrieve information via Web sources or inbuilt application help spaces, typically reserved for more straightforward issues.
Level 2 IT Support – Provides software and hardware repair, configuration, troubleshooting and software installations services as well as in-house or depot depot services for complex issues that fall outside the scope of Level 1 personnel.
At this level of IT support, preferred vendors or business partners contracted from outside your organization are used. Examples may include printer support, machine maintenance services, vendor software support services and depot assistance.