Line between 1st and 2nd line
- Thread starter .Kencs
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I think if you have to do something without the assistance of an indirect interface or tool, you are straying in to 2nd line.
For example, let's say a system with web front-end and a SQL Server back-end isn't working as expected. It would be reasonable for 1st line to check a monitoring tool and run some programmed tests, but I don't think reasonable for them to open up SQL Server Management Studio and start firing off SQL they are writing ad-hoc - that would be a 2nd line task in my eyes.
For example, let's say a system with web front-end and a SQL Server back-end isn't working as expected. It would be reasonable for 1st line to check a monitoring tool and run some programmed tests, but I don't think reasonable for them to open up SQL Server Management Studio and start firing off SQL they are writing ad-hoc - that would be a 2nd line task in my eyes.
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1st line is reporting the problem and delegating to 2nd/3rd line. (HelpDesk/Contact Point)
2nd line is fixing the issue on the ground. (Desktop Support)
3rd line is server issues, switch issues. (Network)
Sub roles could vary depends on the company. For example 1st line may reset passwords for users IF they feel competent enough to do it and had training.
What each 'line' does is really very dependant on what is being supported and who you are supporting. In a more run-of-the-mill 1st line role, supporting internal users in standard software/hardware, you hear of salaries in the region of £20k.. yet we have some 1st line staff earning upwards of £40k. There are '1st line' roles out there earning £100k, and not on lucrative contract rates but normal employee salaries.
Nice 1 for this mate. PMKeates thanks for your comments too, makes sense.
Currently work on a 2nd line role so just trying to find out where 1st line stops so I can start assigning work back which has had no first line checks done
CLOSE THREAD...Got the answer I need
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Don't forget to clarify it with your line manager. Due to the nature of the roles it is your company that needs to sit down and work out who does what.
Cheers mate
this really....
completely depends on the domain... we've had a 1st line guy on about 80 or so before. All you can really say is that 1st line is the initial point of contact, 2nd line is for issues 1st line need guidance on or need to pass over.
In my company there is no 3rd line - I work in R&D and the second line guys and our onsite consultants will come to us if they can't handle something.
Think you have nailed it right there mate.