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| Could someone tell me (in relation to IT jobs) what is the difference between 1st/2nd/3rd Line support.
I've seen them mentioned in IT vacancies but i'm not sure of their precise meaning.
Thanks | |
| Freddy 2004-03-11, 3:48 am |
| 1st level support is the help desk, actually answering the phone. If that fails to resolve the issue, then a tech is sent to the users desk, that is level 2 support. If the tech cannot solve the users problem and has to refer the problem...say...to the user admin, that would be level 3 support. | |
| Spides 2004-03-11, 4:58 am |
| A Manager told me once he interviewed a guy who claimed to have level 5 experience........it must of been Bill Gates himself...!!!! | |
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| Teck Shark 2004-03-11, 10:54 am |
| It depends on the job to an extent. When I was employed with Gateway 2000, level 1 was the entry level transition helpdesk (made up mostly of people who were trying to break into the industry with little or no experience with computers in general), level 2 was the more expereinced help desk, level 3 was a tech lead, level 4 was helpdesk at Gateway's corporate center, and level 5 was usually onsite support. For Gateway, I was at level 2, 3, and then 5. There wasn't a high degree of pay difference there. Hopefully other jobs are different! | |
| MistyRing 2004-03-11, 11:03 am |
| In some very large corps (e.g. the place I'm working just now) 1st line just log calls. They don't even have rights to reset passwords. The exact roles can vary a bit between org's. | |
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| quote:
Originally posted by Spides
A Manager told me once he interviewed a guy who claimed to have level 5 experience........it must of been Bill Gates himself...!!!!
http://www.widi.ch/hans/bilder/ssaa.gif
A picture is worth a thousand words Spides, lol. wish my a§§ could handle itself in a battle of wits... |
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