Levels of IT Support
IT Support is essential to the operations of modern businesses. It improves technical efficiency and reliability while optimizing security while simultaneously decreasing mean time to recovery times.
First-line IT Support Specialists offer users general assistance via phone and web (sometimes chat only). Their broad knowledge can be found in FAQs, tech manuals, app pages and service catalogs – making their assistance accessible and reliable for users.
Level 1
Level 1 IT support specialists represent the entry-level tech support specialists. These junior technicians handle customer requests that don’t require extensive IT knowledge; following standard operating procedures and scripts they solve issues like password resets, printer configuration issues and user complaints. In addition they identify trouble tickets that need further investigation and resolve service desk queries that involve IT involvement.