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Service Desk & User Support

IT Service Desk typically has three or more tiers, each with different levels of support and technical expertise. The number of tiers and their responsibilities may vary depending on the organization's size, complexity, and support needs. Here are the typical IT Service Desk tiers:

  1. Tier 1: First-line support or Level 1 support. This tier is responsible for handling initial support requests, triaging issues, and resolving basic technical problems. Tier 1 support staff are usually the first point of contact for end-users, and they handle routine issues such as password resets, software installations, and basic troubleshooting. They may escalate more complex issues to higher tiers for further resolution.

  2. Tier 2: Second-line support or Level 2 support. This tier is responsible for handling more complex issues that cannot be resolved by Tier 1 support. Tier 2 support staff have more technical expertise and access to advanced tools and resources to diagnose and resolve technical issues. They may also provide more in-depth troubleshooting, configuration, and customization support for software and hardware products. They may escalate further complex issues to Tier 3.

  3. Tier 3: Third-line support or Level 3 support. This tier is responsible for handling the most complex technical issues that cannot be resolved by Tier 1 or Tier 2 support. Tier 3 support staff are usually specialized experts in a specific technology, product or service, and they have advanced technical skills and knowledge. They may work with product vendors or other third-party support organizations to resolve complex issues that require in-depth expertise or specialized resources.

In some organizations, there may be additional tiers beyond Tier 3 for specific technologies or products, depending on the complexity of the support needs.

  1. Service Desk Analyst: This role involves handling first-level support requests, logging and prioritizing incidents, and providing basic troubleshooting and technical support to end-users.

  2. Service Desk Manager: This role involves managing the day-to-day operations of the service desk, setting service level agreements, and ensuring that service desk staff are meeting targets and objectives.

  3. Desktop Support Technician: This role involves providing hands-on technical support for desktop and laptop computers, printers, and other peripherals.

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