1st Line/2nd Line/3rd Line Support Differences?

Soldato
Joined
4 Aug 2004
Posts
2,734
Location
on OCUK
Hello people I just need to know the specifics of each of these roles..

My current job title is Technical Support Analyst and my job description is 1st line support but this is not true as I get all the calls escalated from the 1st line support and passed nearly all of them to me, I do 2nd and a bit of 3rd line according to these descriptions I have found from various sites..

Do they define the differences of 1st/2nd/3rd line well?

If anyone can give any further insight would be appreciated as I wanna bring these things up and ask for more money! :D

From a site:

1) Usually working from a script but with little knowledge of the application do their best to solve the problem. In most cases this works.

2) Development\Functional\Technical Team try to solve it based on intimate knowledge of the system. Solve 99% of the problems.

3) 2) can't solve it so contact the application developer support line with a detailed description of the problem and usually solve the problem.

Thx :)

Edit: Just to add if one was going onsite to customer sites and installing fixing problems is this 2nd line support?
 
Last edited:
mods please close will check out that other thread out thanks for the replies and Knubje I did search "first line" and "support" "line support" but I guess I used the wrong words (not numbers!) my search skills need tweaking! sorry to upset you lol
 
Back
Top Bottom