Most companies today understand the true importance of hardware and software maintenance and information-technology support. They not only address users day to day issues, but ensure the long-term sustainability and security of a company’s information system. Yet, some confusion still surrounds IT support levels and the different issues they manage. So what are the different levels of IT support?
In this article, we explore the roles and ticket system challenges of IT technicians at Level 1, Level 2, and Level 3.
What are the different levels of IT support?
In business, the common number of IT support levels typically ranges from three to five. The exact number of support levels can vary depending on the organization’s size, complexity, and specific IT needs.
There are generally three support levels:
- Level 1: Help Desk Support
- Level 2: Technical Support
- Level 3: Advanced Support
Level 1: first line support
What is level 1 IT support? Level 1 is primarily focused on addressing fundamental issues. These lower-tier challenges typically manifest as user-related problems and service desk inquiries. Initial support is typically provided by IT technicians with limited access to company data and a foundational knowledge base. At Level 1, technicians handle service requests by following predefined scripts, as well as gathering and categorizing support inquiries. One notable challenge of Level 1 support is its ubiquity, often inundating technicians with elementary and recurring requests.
Key performance metrics you should use to assess the effectiveness of Level 1 support include:
- Response time
- Resolution time
- Average number of daily tickets
- Average number of tickets closed per day
- First contact resolution rate
- Customer satisfaction score
- Abandoned calls/requests
- Ticket escalation rate
- Repeat incidents
- Average handle time
It can take an average of 24.2 hours for support teams to respond to internal tickets. Source: Zendesk
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Level 2: technical support
What is level 2 IT support? Level 2 is dedicated to more intermediate-level problems that prevent a user from carrying out their tasks. Level 2 technicians, for example, can deal with troubleshooting, software installations, hardware repair, and malfunctions. In the case that your company has an external computer maintenance contract, it’s best to contact your external IT help desk service. The service center is responsible for handling your support requests. Once informed of the situation, they provide you with an engineer or technician with adequate skills to help resolve the issue.
The Level 2 technician assigned to your case takes ownership of resolving the issue. This intervention can occur either remotely, through guidance and support, or, if necessary, the computer equipment may need to be physically taken in for repair.
Upon receiving the computer, a series of comprehensive tests are conducted to accurately diagnose the issue and initiate the repair process. In cases where the equipment is still under warranty, the help desk technician also takes the responsibility of liaising with the insurance company. However, if issues persist despite the efforts of the IT department, it becomes imperative to escalate the matter to Level 3 support.
Level 3: crisis resolution
What is level 3 IT support? Level 3 is primarily dedicated to addressing issues that have the potential to disrupt the entire production chain. When such critical incidents arise, and you reach out to your Digital Services Provider (DSP), the help desk team promptly initiates an emergency response. Typically, this support team comprises skilled technicians, an engineer, a network administrator, and a software editor. They specialize in tackling specific computer-related challenges, such as inspecting network architecture and mitigating cybersecurity threats. To ensure efficient issue resolution, the help desk manager has implemented rigorous procedures designed to expedite request handling. At Level 3, specialists may also be dispatched to company premises for on-site resolution of critical situations.
In summary, you’ll generally find at least 3 support levels in a company.
- Level 1: rapid assistance of basic and low level issues including usage and service desk requests
- Level 2: intermediate problems that prevent users from carrying out their tasks including troubleshooting, software installations, hardware repair, and breaks.
- Level 3: crisis issues with potentially serious consequences on the functioning of the company.
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