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Home > Archive > microsoft.public.certification > January 2003 > Define 1st and second line support
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Define 1st and second line support
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| Michael Sharp 2003-01-24, 7:23 am |
| People,
Apologies if this post is in the wrong bag, so to speak,
but this is as near the topic as I can get. Can anyone
out there provide me with a good defenition of 1st and
2nd line support ?
My company, who will remain nameless, have just got rid
of the contractors who answered the phones and put my
team, including me ( who were previously known as 2nd
line ) into their place.
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| > Apologies if this post is in the wrong bag, so to speak,
> but this is as near the topic as I can get. Can anyone
> out there provide me with a good defenition of 1st and
> 2nd line support ?
May depend on the company. Old company of mine we had 1st level support,
which answered the phones. 2nd level support were experienced techs that
1st level support would come to with questions or transfer the caller to.
And 3rd level support researched and found solutions for 1st and 2nd level.
Not sure if this is helpful so take it for what its worth.
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| Thanks for that
>-----Original Message-----
>> Apologies if this post is in the wrong bag, so to
speak,
>> but this is as near the topic as I can get. Can anyone
>> out there provide me with a good defenition of 1st and
>> 2nd line support ?
>
>May depend on the company. Old company of mine we had
1st level support,
>which answered the phones. 2nd level support were
experienced techs that
>1st level support would come to with questions or
transfer the caller to.
>And 3rd level support researched and found solutions for
1st and 2nd level.
>
>Not sure if this is helpful so take it for what its
worth.
>
>
>
>
>
>.
>
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| everetjo 2003-01-28, 3:15 pm |
| check out salary.com
they offer a pretty unbias definition of support. |
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