haha, i really should know this, i've even done a search, but come up with nothing. Can someone tell me the difference between 2nd Line support and 3rd Line support? At first i just assumed the 2nd Line would simply answer the call before the 3rd Line, but after looking around for a bit, it seems i am wrong......
2nd Line/3rd Line Support - Difference?
- Thread starter daztrouk
- Start date
daztrouk said:
1st - 2nd - 3rd (increasing technical level).
Normally 1st receive calls and log/attempt a first contact fix. Unresolved calls are escalated to 2nd line support... 3rd line generally deal with infrastructure/network technical problems.
Soldato
In my experience:
1st line is really the front line dealing with customer issues. For example password resets and the like.
2nd line would be when there's a user hardware failure (i.e. desktops) or simple infrastructure issues.
3rd line is where the 'back end' is, servers etc, problems that affect whole groups of users.
1st line is really the front line dealing with customer issues. For example password resets and the like.
2nd line would be when there's a user hardware failure (i.e. desktops) or simple infrastructure issues.
3rd line is where the 'back end' is, servers etc, problems that affect whole groups of users.
