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

I forgot to mention, since 1st are the dogsbodies, 2nd and 3rd get to send them to do the customer service and occasionally to tell them the bad news... that is unless the customer is hot and you feel a bit of personal service is deserving
 
n3vrmind said:
I forgot to mention, since 1st are the dogsbodies, 2nd and 3rd get to send them to do the customer service and occasionally to tell them the bad news... that is unless the customer is hot and you feel a bit of personal service is deserving
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Again it's whatever people interpret 1st line to be.

You say 1st are the dogsbodies and 2nd and 3rd get them to do the customer service side of things, I say 1st line are the customer service side of the support dept so there's no 'getting them' to do anything, it's what they are there for :)
 
1st/2nd/3rd line roles will change from company to company.

I work as 1st line support for o2 broadband. Basically I deal with the initial contact with a customer having issues. If I can sort it (I believe 75% of calls get solved by 1st line contact) then great. If I cannot fix it, I escalate it to 2nd line. They in turn do what they can to fix it, and in turn escalate it to Tertiary (3rd line).

There are however processes to follow... and within the o2 broadband department there's absolutely zero use of 'scripts', no matter 1st, 2nd or 3rd line.

So yeah, the differences really depend on the company... there could be minor differences or there could be a deal for completely different levels of knowledge between each role.
 
It does vary I guess but I spent 3 years on first line before I moved over to second and then finally ended up doing third line before taking a management role elsewhere. First line was help desk orientated, second was dealing face to face with the customer/problem and third line was specialising.
 
I did 2nd line once - hated it, was better than the 3rd line people technically but never allowed to fix 3rd line issues because 'thats outside your remit'.
 
1st line OMGGzzzZ -There i said it:cool: watch for the bullets

Now network engineer and VoIP specialist :)

Seriously though, first line support is a PITA
 
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