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Information Technology Support Levels: Explanation

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After you have established your IT Support Arlington structure recommended site, think about how you can support your support team to help them continue to deliver positive customer service.

Customers are often curious about how IT Support can be organized and the different methods of IT Support. This article will examine the role of technical assistance and the IT support levels/tiers from 0 to 4. Tech support (also known as IT Support, Help Desk, or Service Desk) is a support service for users of products and services in the technology industry. In contrast to training, the focus of technical support is usually on a particular user issue or problem. IT Support Arlington is a part of or supports the company’s philosophy of customer service. This allows the team to balance the technical aspects of IT and customer service.

IT support is available in many different forms, depending on whether it’s a support level or tier. This includes phone support, email support, live chat support, video support, chatbots, or other logging tools. Support levels and support tiers have become interchangeable terms within IT organizations. Structure your IT support based on levels or tiers to address customer needs strategically, create a good customer experience, resolve simple or easy-to manage issues quickly and get feedback for new product development.

Typical IT Support infrastructures are usually organized in accordance with the following support levels:

Tier 0 — Users access support content from mobile apps and websites, including FAQs. They can also find detailed product and tech information in blog posts and manuals. Users can also access service catalogs through apps, and request services without the involvement of IT staff.
You can send your questions and requests via email, web form, or social media such as Twitter and LinkedIn. Tier 0 requires marketing and technical resources to update, maintain, or create product information.

Tier 1 Personnel answer requests via email, websites, or social media. Support for simple customer issues, such as solving problems with usage and completing service desk requests. Tier 1 personnel escalate incidents if there is no solution.

Tier 2 – Highly skilled and experienced technicians provide solutions to problems that can’t be resolved by Tier 1. If no solution exists, Tier 2 support escalates to tier 3.

Tier 3 Tier 3 technicians will try to duplicate problems in order to determine the root cause, using code, product designs or specifications. After identifying the cause, the company determines whether a fix should be created based on that cause. Personnel in Tier 1 and 2 are trained on the new fixes. Tier 3 product specialists are usually the most highly-skilled product specialists. They may include the creators of the service or product, the chief architects, and the engineers.

Tier 4: Contracted Support for Items Provided by Organizations but Not Directly Serviced by Them, such as Printer Support, Vendor Software Support, Machine Maintenance, Depot support, and Other Outsourced Services. The organization will monitor the implementation of tier 4 support and forward any problems or requests to them. Your company’s preferred vendors and business partners provide support and service for the items you sell.