Some Handy IT Support Definitions


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I stumbled across these earlier and thought they might help those new to IT service management: 

Level 1 Support/Support Center Analyst
The frontline technical support professionals who receive and handle tickets. These professionals are responsible for providing customers with information, restoring service, providing specific services, and escalating tickets to a higher level of support. Other titles include service desk analyst, service desk agent, and help desk agent.

Level 2 Support
The technical support professionals who handle tickets that are escalated from Level 1. These professionals require greater technical skills and/or access rights than Level 1 Support. They’re typically technical specialists and may also be responsible for participating in root cause analysis of problems.

Level 3 Support
The technical support professionals who build, maintain, and/or enhance technical products and services. These professionals are typically engineer-level staff. They’re involved when the ticket cannot be resolved by either Level 1 or Level 2, and when there’s high business impact or urgency. Level 3 Support is commonly provided by either an internal engineering/development team or an external vendor.

Support Center Team Lead
The technical support professionals who oversee the day-to-day activities of a team of support staff. These professionals serve as the communication link between the team and the manager, as a coach or mentor to support staff, and are often the first point of internal escalation within the support center. Other titles include coordinator, supervisor, or senior analyst.

Support Center Manager
People in this ITSM role are management professionals who manage a team of analysts and/or team leads while executing the operational and tactical plans of the support center. Responsibilities may include recruiting and hiring, monitoring and managing performance, monitoring and reporting on metrics, and ensuring that processes are followed and service levels are met. Other titles include help desk manager or service desk manager.

Source: https://itsm.tools/which-it-support-and-itsm-roles-does-your-organization-have-and-need/


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Userlevel 6
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Thank you @manns, this is a great breakdown of the Service Desk. I like a delineated approach to job descriptions and responsibilities. However, in practice I have seen some crossing of these lines and that can get confusing, especially for a L1 Analyst. “Who do I escalate this issue too?”, “Who is my direct supervisor?”, “Is this a L2 or L3 issue?”, “If I escalate this issue am I bothering the L2 or L3 Analysts?”. These are some of the concerns I have heard while working in this arena. All have been mitigated with a clear and concise definition of job descriptions and responsibilities, as well as open communication throughout the Help Desk, which lets information flow up and down fairly easy.

I’d be interested to hear where people have branched off of this model and either incorporated other positions or have created positions to fill a void. 😎

Userlevel 7
Badge +9

Thank you @manns, this is a great breakdown of the Service Desk. I like a delineated approach to job descriptions and responsibilities. However, in practice I have seen some crossing of these lines and that can get confusing, especially for a L1 Analyst. “Who do I escalate this issue too?”, “Who is my direct supervisor?”, “Is this a L2 or L3 issue?”, “If I escalate this issue am I bothering the L2 or L3 Analysts?”. These are some of the concerns I have heard while working in this arena. All have been mitigated with a clear and concise definition of job descriptions and responsibilities, as well as open communication throughout the Help Desk, which lets information flow up and down fairly easy.

I’d be interested to hear where people have branched off of this model and either incorporated other positions or have created positions to fill a void. 😎

Swarming is an obvious deviation from this traditional structure. Would be good to hear some swarming success stories.

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