Need an exact definition of First, Second, Third Line Support
 

I work on a technical support helpdesk and our roles are being re-assessed
which may effect our future pay rises.
I need to know exactly what tasks are considered first, second and third
line support and will be grateful for any advice on this.
Thank you.

Re: Need an exact definition of First, Second, Third Line Support
 

"M" <spamtrap@spambouncer.org> wrote in message
news:ulnjnRp5HHA.464@TK2MSFTNGP02.phx.gbl...
>I work on a technical support helpdesk and our roles are being re-assessed
>which may effect our future pay rises.
> I need to know exactly what tasks are considered first, second and third
> line support and will be grateful for any advice on this.
> Thank you.
>
>

Second line is whatever the first line doesn't feel like working on. Third
is for motivated people who are "go-getters" and "self-starters" who "tow
the company line" and "go the extra mile".

HTH.

Re: Need an exact definition of First, Second, Third Line Support
 

Helpdesks and the lines of support can differ between organisations but as a
general rule:

1st Line = Call logging the initial incident accurately capturing all
information
2nd Line = initially dealing with the logged calls passed from 1st line
according to severity and SLA's
3rd Line = Escalated from 2nd line due to complexity, or sills & resources
required to resole

Slave


"Briscobar" wrote:

>
> "M" <spamtrap@spambouncer.org> wrote in message
> news:ulnjnRp5HHA.464@TK2MSFTNGP02.phx.gbl...
> >I work on a technical support helpdesk and our roles are being re-assessed
> >which may effect our future pay rises.
> > I need to know exactly what tasks are considered first, second and third
> > line support and will be grateful for any advice on this.
> > Thank you.
> >
> >
>
> Second line is whatever the first line doesn't feel like working on. Third
> is for motivated people who are "go-getters" and "self-starters" who "tow
> the company line" and "go the extra mile".
>
> HTH.
>
>
>

Re: Need an exact definition of First, Second, Third Line Support
 

Tech Support Levels are defined by the Organization your work for. Simple as
that. Some call Level one the "Home Que" Others call it something else and
most companies have far differing views on the levels of what support goes
in what level.

--
..rev

"It is the mark of an educated man to be able to entertain a thought without
accepting it"
~Aristotle

Save 20% off any Microsoft MCP Exam when testing with Pearson VUE. Use
Discount code: MSUU7C1E9359

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..
"M" <spamtrap@spambouncer.org> wrote in message
news:ulnjnRp5HHA.464@TK2MSFTNGP02.phx.gbl...
>I work on a technical support helpdesk and our roles are being re-assessed
>which may effect our future pay rises.
> I need to know exactly what tasks are considered first, second and third
> line support and will be grateful for any advice on this.
> Thank you.
>
>

Re: Need an exact definition of First, Second, Third Line Support
 

Sounds like an ITIL person - lol


"Slave" <Slave@discussions.microsoft.com> wrote in message
news:01BEFC14-B532-4EE8-9154-FC06F24B5954@microsoft.com...
> Helpdesks and the lines of support can differ between organisations but as
> a
> general rule:
>
> 1st Line = Call logging the initial incident accurately capturing all
> information
> 2nd Line = initially dealing with the logged calls passed from 1st line
> according to severity and SLA's
> 3rd Line = Escalated from 2nd line due to complexity, or sills & resources
> required to resole
>
> Slave
>
>
> "Briscobar" wrote:
>
>>
>> "M" <spamtrap@spambouncer.org> wrote in message
>> news:ulnjnRp5HHA.464@TK2MSFTNGP02.phx.gbl...
>> >I work on a technical support helpdesk and our roles are being
>> >re-assessed
>> >which may effect our future pay rises.
>> > I need to know exactly what tasks are considered first, second and
>> > third
>> > line support and will be grateful for any advice on this.
>> > Thank you.
>> >
>> >
>>
>> Second line is whatever the first line doesn't feel like working on.
>> Third
>> is for motivated people who are "go-getters" and "self-starters" who "tow
>> the company line" and "go the extra mile".
>>
>> HTH.
>>
>>
>>

Re: Need an exact definition of First, Second, Third Line Support
 

Am Fri, 24 Aug 2007 18:17:05 -0400 schrieb The Rev [MCT]:

> Tech Support Levels are defined by the Organization your work for. Simple as
> that. Some call Level one the "Home Que" Others call it something else and
> most companies have far differing views on the levels of what support goes
> in what level.

Exact. At my last company it was like this:

1st Level: First responder to calls, tries to solve the problem, decides
wether to send a technician or to advance the call to 2nd level
2nd Level: More spezialized personnell, only calls back customers to calls
from the 1st Level
3rd Level: Has never contact to end-users, only spezial support for few
things and is as a problem solver the absolute spezialist for this
products, responds to calls from the 2nd Level and authorised dealers, is
the last point of knowledge in support before development department, stays
in contact to developers, gives technical trainigs.

This is also the most common definition of level support here in germany.

_____
CU|om

--
MCSE Security on W2K
MCSA Security on W2K3
A+

Re: Need an exact definition of First, Second, Third Line Support
 

How would you explaine 1st, 2nd and 3rd line support compairing NVQ Levels in
the UK regarding relavant work experience (Number of years, and level of
experience ie 1st line entry level - 3rd senior level (management)etc

"Tom Kurpjuweit [MCSE:S]" wrote:

> Am Fri, 24 Aug 2007 18:17:05 -0400 schrieb The Rev [MCT]:
>
> > Tech Support Levels are defined by the Organization your work for. Simple as
> > that. Some call Level one the "Home Que" Others call it something else and
> > most companies have far differing views on the levels of what support goes
> > in what level.
>
> Exact. At my last company it was like this:
>
> 1st Level: First responder to calls, tries to solve the problem, decides
> wether to send a technician or to advance the call to 2nd level
> 2nd Level: More spezialized personnell, only calls back customers to calls
> from the 1st Level
> 3rd Level: Has never contact to end-users, only spezial support for few
> things and is as a problem solver the absolute spezialist for this
> products, responds to calls from the 2nd Level and authorised dealers, is
> the last point of knowledge in support before development department, stays
> in contact to developers, gives technical trainigs.
>
> This is also the most common definition of level support here in germany.
>
> _____
> CU|om
>
> --
> MCSE Security on W2K
> MCSA Security on W2K3
> A+
>