Depending on the size of a company, IT support can consist of a single employee or even an entire department. Some have internal teams to deal with employee problems, and others to serve customers or users.
This help can be delivered by phone, chat, video, tutorials, chatbots , message boards, etc., depending on the levels of IT support. Creating a structure around this concept allows:
Address customer needs strategically.
Create a positive customer experience .
Solve simple problems quickly.
Establish a deadline and resolution protocol for the most complex problems.
Increase employee satisfaction.
Improve agent training.
Get suggestions to develop new products.
The levels of IT support are usually organized as follows:
Level 0
Automated or self - service solutions that can be accessed without the help of a Help Desk are concentrated here . These tools include password reset, ITIL support websites, and knowledge base. A technician is not present at this level.
Level 1
It filters all calls to the Help Desk and provides basic support for troubleshooting such as password reset or printer configuration. Here the ticket management and redirection to the higher levels, including 4, where the suppliers are involved, is also carried out. An agent of this level collects and analyzes information about the problem and determines the best course of action. Level 1 can also offer support for Level 2 and 3 issues that have already been documented.
Level 2
This usually addresses problems with PCs and laptops. It also covers software installation, configuration failures, hardware repair , etc. The technicians of this level are responsible for the problems that Level 1 cannot solve, although these can be directed to Level 3 depending on the way in which the Help Desk operates. This support staff has a deep knowledge of the products and services, although they are not necessarily those who designed them.
Also read: How to improve the mental health of the IT support team?
Level 3
Database administration, server repair, attention to infrastructure problems, and data center issues reach Level 3. Here solutions to new problems are deployed, as a technician in this category has extensive experience in the aforementioned areas , since it could be who created the product or service. This also tries to duplicate the problems and define the root of them, using product designs, code or other specifications. Once the cause is found, the company creates a solution that is documented and available to the lower levels.
Level 4
Level 4 refers to the support of problems that cannot be addressed by the organization. These include support for printers, copiers, software, and machine maintenance. Most are carried out by external suppliers, the company only monitors the implementation of the support.
support levels of you
This amount of IT support levels is not a rule in all companies, as they may exist more or less. Many Help Desk technicians can do Level 2 and 3 tasks, and there are times when they can take calls and guide the repair themselves. Similarly, Level 2 can work with infrastructure, while Level 3 can also deal with personal computers.
Are IT support levels necessary?
Those who oppose the levels of IT support claim that the tedium of solving the same problems all the time, or the possible frustration of customers realising that they know more about the products that those who are trying to help them often lead to failure. . For this reason, collaboration emerges as a possible solution: a Help Desk ticket is assigned to a specific individual or group that resolves it or carries it through the entire support system; This allows all staff to learn about other areas, and ensures that the client feels clothed.
According to Paysa, this position earns on an average about $133,531 in Seattle. It ranges from $116,313 at the 25th percentile to $147,218 at the 75th percentile. Read about here
IT Support Engineer Salary
This help can be delivered by phone, chat, video, tutorials, chatbots , message boards, etc., depending on the levels of IT support. Creating a structure around this concept allows:
Address customer needs strategically.
Create a positive customer experience .
Solve simple problems quickly.
Establish a deadline and resolution protocol for the most complex problems.
Increase employee satisfaction.
Improve agent training.
Get suggestions to develop new products.
The levels of IT support are usually organized as follows:
Level 0
Automated or self - service solutions that can be accessed without the help of a Help Desk are concentrated here . These tools include password reset, ITIL support websites, and knowledge base. A technician is not present at this level.
Level 1
It filters all calls to the Help Desk and provides basic support for troubleshooting such as password reset or printer configuration. Here the ticket management and redirection to the higher levels, including 4, where the suppliers are involved, is also carried out. An agent of this level collects and analyzes information about the problem and determines the best course of action. Level 1 can also offer support for Level 2 and 3 issues that have already been documented.
Level 2
This usually addresses problems with PCs and laptops. It also covers software installation, configuration failures, hardware repair , etc. The technicians of this level are responsible for the problems that Level 1 cannot solve, although these can be directed to Level 3 depending on the way in which the Help Desk operates. This support staff has a deep knowledge of the products and services, although they are not necessarily those who designed them.
Also read: How to improve the mental health of the IT support team?
Level 3
Database administration, server repair, attention to infrastructure problems, and data center issues reach Level 3. Here solutions to new problems are deployed, as a technician in this category has extensive experience in the aforementioned areas , since it could be who created the product or service. This also tries to duplicate the problems and define the root of them, using product designs, code or other specifications. Once the cause is found, the company creates a solution that is documented and available to the lower levels.
Level 4
Level 4 refers to the support of problems that cannot be addressed by the organization. These include support for printers, copiers, software, and machine maintenance. Most are carried out by external suppliers, the company only monitors the implementation of the support.
support levels of you
This amount of IT support levels is not a rule in all companies, as they may exist more or less. Many Help Desk technicians can do Level 2 and 3 tasks, and there are times when they can take calls and guide the repair themselves. Similarly, Level 2 can work with infrastructure, while Level 3 can also deal with personal computers.
Are IT support levels necessary?
Those who oppose the levels of IT support claim that the tedium of solving the same problems all the time, or the possible frustration of customers realising that they know more about the products that those who are trying to help them often lead to failure. . For this reason, collaboration emerges as a possible solution: a Help Desk ticket is assigned to a specific individual or group that resolves it or carries it through the entire support system; This allows all staff to learn about other areas, and ensures that the client feels clothed.
According to Paysa, this position earns on an average about $133,531 in Seattle. It ranges from $116,313 at the 25th percentile to $147,218 at the 75th percentile. Read about here
IT Support Engineer Salary
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