As an IT service management provider, customers frequently ask about the various approaches to IT Support and how they can be used to organize help desks and service desks. In this article, we’ll explore:
What Does IT Support Do? Level 1, Level 2, Level 3 Escalations [Overview]
What are different levels of support?
Here are the main levels of a technical support team and how they operate:
The first level of support is often the tier that first interacts with customer questions and concerns. The level comprises individuals with the least amount of technical experience, using their resources to assist customers in other ways, including answering customer emails and phone calls, responding to social media posts and collecting customer information to help them with their technical issues. First level employees might also help customers troubleshoot minor issues using certain knowledge and questionnaires. If they cant help the customer with the problem, they often create a ticket for the companys second level of technical support.
The second level of support focuses on major issues or challenges that could not be solved by the first level. This level often uses employees with extensive company experience as well as in-depth training in technical support and troubleshooting.
During their workday, second-level technicians generally review the ticket sent by the first level of support to identify the major technical challenges and what solutions theyve already tried. Then they talk with the customer to learn more specific details about the issue and work through different troubleshooting techniques. If they do not have the ability to solve the problem, they send the customer to the third level of support.
The third level of technical support often focuses on the principal reason for the customers problem or issue, possibly in the programming or manufacturing of the product. This level comprises engineers, computer programmers and other technical experts who worked to develop the companys products or technology. If they identify a major issue within the code or production, they might work to fix the problem in a software update or with newly manufactured products. Otherwise, they may discover a solution and relay the information to levels one and two for future troubleshooting.
There are two additional levels to technical support which can provide further assistance to consumers. Those levels include:
What is technical support?
Technical support, sometimes referred to as information technology (IT) support, is a service that some technology companies provide to their consumers. The support can help individuals with general technological issues as well as specific challenges that might require the help of a specialist. Therefore, many technical support teams often split their resources into different levels or tiers of support. This can allow them to assist varying consumer challenges more quickly and effectively. Businesses and organizations can provide technical support for a variety of technology and products, including cars, computers, televisions and more.
Why do you need different levels of support?
Organizing technical support into different levels can assist customers more quickly by providing efficient service. When responsibilities are sorted into different tiers, employees have the ability to know if they can solve a challenge or problem, or if they need to direct customers to a different tier. This can allow individuals to be helped more quickly and also gives companies the ability to assist more customers in a shorter amount of time. This can help increase customer experience, satisfaction and loyalty.
How to set up technical support for your company
Here is a list of steps you can follow to help you set up technical support for your company:
1. Understand your major goals
Before creating a technical support department, creating goals and objectives can help develop the support teams more efficiently and also help them understand how to best serve customers. This can allow businesses to find the best employees for the job and focus on the right type of training. For example, if a company wants to ensure customer satisfaction, the technical support team can focus their development on friendly and helpful communication. However, if a company wants to be proficient in finding solutions to technology questions, the team can focus their development on product knowledge and troubleshooting capabilities.
2. Assemble a team
When assembling a team of technical support employees, it can be important to find individuals with both technical and soft skills. Those with an emphasis on soft skills might work best in the first level of support, while those with more impressive technical skills might work better in the second level. However, it can be important for each levels employees to have some development in both areas because both will be working with customers.
The third level of support can either be comprised of a dedicated team of individuals whose primary focus is on customers, or you can give computer programming or product development employees additional support responsibilities.
3. Use the right tools
Providing the right tools to your support team can help them fulfill their job responsibilities more effectively. Most often, technical support teams provide their services to customers remotely, often requiring the use of impressive communication equipment, such as computers, phones and certain specialized software. Before creating your technical support team, consider researching the different types of communication and support equipment available, and which ones best fill the needs of your department.
4. Listen to feedback
After creating a technical support team, it can be beneficial to ask for customer feedback to ensure youre helping customers to the best of your ability. This can allow you to make adjustments to your support department, which can help improve customer satisfaction and loyalty.
When listening to feedback, consider taking notes on certain customer suggestions or complaints and check to see if any of those suggestions were made by multiple individuals. Then try to see if there is any way to make a change or improve your support systems. For example, if multiple customers notified the company that some technicians were difficult to hear, it might benefit the support team to upgrade their telephone systems.
Here are a few additional tips when creating your own technical support team:
If a company or business is smaller and cant afford a large technical support company, it might be beneficial to hire an external company to help them with customer questions and concerns. Though the services and costs of outsourcing technical support can vary, many IT support companies can help businesses by providing them with an exceptional team of technical professionals and working with them to develop impressive troubleshooting techniques.
Provide self-help options
Creating a level zero support system, by providing self-help options, can help increase customer satisfaction and provide relief to the other levels of a technical support team. This is because the self-help options can often be easily found on a companys website or help page at any time of the day, giving consumers 24/7 access. After creating self-help options, it can be important for companies to continuously update them to provide current and beneficial information to customers.
Address customers by name
Addressing customers by name, especially when talking with them over the phone, can help support teams develop an immediate relationship with the customer. It can also help customers feel more encouraged to discuss their questions or concerns and also helps to humanize the interaction, allowing for easier communication.
What is the difference between Tier 1 2 and 3 support?
What is 2nd level IT support?
What is 4th level support?
What is Tier 3 help desk support?