IT Support Levels
A company’s IT support is essential for keeping operations running smoothly. It helps employees troubleshoot and resolve hardware and software issues. It also answers questions and provides training, in-person or online. Additionally, it facilitates remote work connections for a mobile workforce.
IT Support Levels
There are five IT support levels to help resolve technical issues and queries: Tier 0 (T0) is self-service for end users, who can retrieve information from various sources without contacting an IT professional. This may include FAQs, technical manuals, app pages, blog posts, service catalog articles, and knowledge base articles. This tier is usually housed on the company website and available to everyone.
Tier 1 (T1) tech support includes the first line of direct support for IT users, who can get assistance via phone or online chat. These IT professionals are highly trained and can resolve a high percentage of issues upon the first contact. A good T1 team will have a low cost per ticket and will be able to reduce the time it takes to resolve a problem.
Tier 2 (T2) IT support includes second-line technicians, who can handle more complex technical problems or queries. These IT professionals can resolve many recurring problems, and are skilled in troubleshooting and analysis. They are knowledgeable in various IT infrastructures and can handle more advanced IT problems, like network management, software applications, and hardware devices. Tier 3 (T3) IT support involves preferred third-party vendors and business partners who offer specific IT solutions to the organization, such as printer support or machine maintenance. it support
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