Level 2 IT support concerns the resolution of problems that prevent an employee from using their equipment to accomplish daily tasks. In this case, they need to contact a service center to benefit from the expertise of a competent computer technician. A level 2 IT support agent is able to remotely carry out the necessary repairs to the software or application.
In this article, we cover the fundamentals to setting up good quality level 2 IT support.
Navigating the challenges of level 2 IT support
Level 2 incident management tackle critical issues such as system crashes, malware attacks and server malfunctions. In addition, Level 2 IT support technicians often handle complex updates and maintenance tasks related to knowledge bases for Level 1 support.
This level of support demands a proactive approach, with the team anticipating advanced user issues that may arise on their workstations. Ideally, Level 2 support technicians should grasp the potential impact of each IT issue on user efficiency and productivity. This allows for a consistent, rapid and precise response when incidents occur.
Technical expertise and continuous learning
The delivery of level 2 IT support requires agents who have a perfect command of the administration of computer systems and networks. These experts must excel in various areas, including mastering the TCP/IP protocol suite, proficiently managing network access, addressing common connectivity issues, and implementing network security protocols.
Additionally, technical support encompasses the analysis of WINS, DNS, and DHCP systems
Skills like deploying Office and Windows Server packages, maintaining the Active Directory infrastructure, and managing access rights are also essential. Given the ever-evolving landscape of technology, continuous education is imperative for Level 2 support technicians to stay up-to-date. This ongoing learning equips them to adeptly address emerging advanced user issues, whether on macOS or Windows platforms.
Advanced approaches to problem resolution
Swift and effective resolution of user issues depends on the accurate detection and diagnosis of faults. Hardware or software failures each come with their unique diagnostic methods, including fault trees, visual or manual tests, electronic detection algorithms, and analytical redundancy techniques. In some cases, artificial intelligence-driven inference tools empower technicians to fine-tune their problem-solving methodologies.
Effective communication and collaboration
The Helpdesk service center should communicate transparently and proactively with users and internal company teams. For rapid and lasting adoption of good usage practices among employees, it is necessary to gain their trust through professional and active handling of requests. If level 2 IT support notices that certain tickets are beyond the scope of their department, it becomes urgent to escalate these tickets to the next level of support. This allows problems to be resolved holistically and limits the risk of recurring faults.
Managing deadlines and priorities
To optimize the quality of level 2 IT support, it is important to establish priorities for the requests to be processed. Priority takes into account the urgency and operational impact of the issues. Certain issues will therefore require a shorter resolution time than others, even if it is necessary to call on external expertise and leave certain incidents to second priority. For example, the time to resolve an issue causing a significant reduction in the functionality of a working software cannot normally exceed one day. Otherwise, considerable financial shortfalls may affect the company.
Continuous improvement and feedback
The service desk must continually improve its level 2 IT support. This involves continuing training for technicians, but also regular analysis of intervention reports to identify avenues for improving responses. The Helpdesk can also use user feedback to better specify what needs to be corrected in its incident resolution process.
Priority management for incidents as well as ongoing, up-to-date training for IT support technicians are excellent ways to improve the quality of level 2 support. Helpdesk teams can also benefit from user-friendly learning and communication solutions like Lemon Learning, which streamline their work. Particularly for remote assistance scenarios, a digital adoption platform (DAP) proves its value.
With Lemon Learning, technicians can effortlessly craft customized interactive content seamlessly integrated into business solutions. These resources empower users to independently resolve low-priority issues effectively. Leveraging Lemon Learning not only reduces support costs but also minimizes response times, resulting in enhanced support services. Ready for Level 3 support? Discover the next article.