Did you know that there are four tiers to IT support? The reason being is that these IT support divisions are to better serve the business or customer base by providing the best possible service in the most efficient possible manner. The most common multi-tiered IT support structure usually revolves around a three-level IT management system.
The first tier is largely responsible for the basic customer issues. It’s here that you’ll hear the computer services specialist ask if you’ve tried turning it off and on again. The job of a tier one specialist is to gather the customer’s information, and determine the their issues. They do this by analyzing the symptoms and figuring out the underlying problem. It’s important for the IT professional to identify what the customer wants to accomplish as they analyze the symptoms so as not to waste any time.
The second tier is more advanced than the first, and utilizes more technical troubleshooting means and analysis methods. These techs help the Tier I personnel solve basic technical problems, confirm the validity of the problem, and seek for known solutions related to the complex issues. Before Tier II sets out to solve the problem, it’s important for the technician to review the work order and see what’s already been tried by the first tier. This is key, because it helps maximize the second tier’s efficiency.
Oft the highest level of IT support, tier three handles the most difficult and advanced computer problems. Not only do they help solve the tier I and tier II challenges, but also with research and development of solutions to new issues that arise in the network. Upon encountering new problems, however, tier III personell need to make the decision whether or not to solve the problem, and may require the customer’s contact info so that the technician can have adequate time for the computer repairs needed or the network repairs required.
This is the relatively basic structure of an IT support system. If you have any questions, feel free to ask in the comments! Helpful research also found here.
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