Think about the situation on how the people work together in the team and everybody takes on one's role. To work effectively, they divide into small teams to take care of the problems in particular fields or levels. This helps forwarding the problem to the target specialists.
For I.T. service management, typical technical support are generally divided into 3 to 4 different levels:
Tier 1 support - Incident Management:
They are the frontline specialist customers meet over the counter everyday. Their abilities range from assistance in handling simple problems or generic 'how to' questions. All these queries are addressed by a Tier 1 specialist. Most Tier 1 issues are generic or FAQs, which are answered either through the Service Knowledge Management System (SKMS) or in other forms to the support executive. They also need to update those information or FAQs within the self service view on the service portal. They solve about 80 percent of user problems, including such issues as:
- Problems with usernames and passwords
- Physical layer issues
- Verification of hardware and software setup
- Installation, reinstallation and uninstallation issues
- Menu navigation
Tier 2 support - Problem & Change Management:
Tier 2 comes into play when the Tier 1 technician is unable to solve the query within the set resolution time frames. This escalation may arise out of the product/device, which may be technically complex therefore requiring the intervention at Tier 2.
The nature of Tier 2 queries may range from advanced features, product bugs or failures. The task here is to diagnose and resolve issues related to these applications and components by:
- Understanding the environment in which the customer operates and funnel it to the specific problems.
- Undertaking simulation checks in a lab, if the problem remains untraceable.
Tier 3 support - Engineering Support:
Tier-3 support acts as a support team on behalf of the technology creator. The aim is to find a solution from the technology creator as the nature of problem is complex and needs design level interaction like developing a new patch and release it.
These specialists handles the most difficult problems and are experts in their field, sometimes assisting both level 1 and level 2 specialists. They also research and develop solutions for new or unknown issues.
Tier 4 support -Vendor Support (optional):
The optional fourth level of support is sometimes provided by either a software or hardware vendor and their management team on special issues.
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