At ITSM service desks, technical support is provided by email, chat, application software, fax and technicians. The most common forms are the telephone and the face-to-face. There is also technical assistance using a computer and a remote connection application.
Level 1
Addresses basic customer incidents. It is called first-line assistance, level 1 support, front-end support, support line 1, among others. Its goal is to manage between 70% and 80% of user problems before taking the incident to a higher level.
Addresses basic customer incidents. It is called first-line assistance, level 1 support, front-end support, support line 1, among others. Its goal is to manage between 70% and 80% of user problems before taking the incident to a higher level.
Level 2
It is based on the help desk group . There its members provide technical support applying more specialized knowledge in the computational area. The support is carried out by connoisseurs of communication networks, information systems, operating systems, databases, among others.
It is based on the help desk group . There its members provide technical support applying more specialized knowledge in the computational area. The support is carried out by connoisseurs of communication networks, information systems, operating systems, databases, among others.
Level 3
Provides expert level solution methods and advanced analysis. It is synonymous with level 3, back-end , support line 3, high-level support, among others. It has the same function as level 2 when it comes to reviewing the work order and evaluating the time already completed with the client. This level seeks to resolve the issue in question.
Provides expert level solution methods and advanced analysis. It is synonymous with level 3, back-end , support line 3, high-level support, among others. It has the same function as level 2 when it comes to reviewing the work order and evaluating the time already completed with the client. This level seeks to resolve the issue in question.
Level 4
Use the knowledge from the previous levels. At this level it transcends the organization. Tier 4 corresponds to a hardware or software provider.
Use the knowledge from the previous levels. At this level it transcends the organization. Tier 4 corresponds to a hardware or software provider.
Level 5
In addition to the previous knowledge, the operation of routers and highly complex software is added, as well as programming in several languages. At this stage, foreign personnel are interacted with and at least one foreign language is spoken.
In addition to the previous knowledge, the operation of routers and highly complex software is added, as well as programming in several languages. At this stage, foreign personnel are interacted with and at least one foreign language is spoken.
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