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.