Different levels of Application Support

One of the confusing things about help desk management is that people don’t understand what Level 1, Level 2, and Level 3 help desk is. Many even don’t know that Level 0 and Level 4 support exist as well because not everyone talks about. The levels are designed to group support personnel based on their abilities and subsequently pay. Here’s my quick briefing on what each of these support level executive do.

1. Level 0 support – Level zero is automated or self-service solutions that users can access themselves without the aid of the helpdesk.  E.g. automated password resets
2. Level 1 support – Level 1 support are generally phone and email ticket responders. They are the first responders and have the ability to resolve basic queries that can be addressed directly. They filter help desk calls and provide basic support and troubleshooting such as password reset, printer configurations, break/fix instructions, ticket routing and escalation to Level 2 and Level 3 support. Level 1 team gathers and analyzes information about the user’s issue and determines the best way to resolve their problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented.
3. Level 2 support – Level 2 support is expected to handle basic system administration tasks and coordinate with level 1 support operators to resolve customer issues. This is generally reserved for desktop, laptop, and other user device support but it may also share work with Level 3. Level 2 generally handles break/fix, configuration issues, troubleshooting, software installations, hardware repair. They handle escalated issues that Level 1 support is not equipped to handle. Level 2 will sometimes escalate to Level 3, depending on the issue and the way the help desk operates. Depending on the help desk organization, a level 2 team may either
1. be limited to only solving known issues and escalate new issues to level 3;
2. be authorized to research and implement fixes for new issues and only escalate to Level 3, if it is out of their skill set or ability to solve.
4. Level 3 support – Level 3 is a SME group that covers the staff trained to resolve the problems which cannot be handled by Level 2 support personnel. Staff in the Level 3 classification are generally expected to have a solid working knowledge of the companies systems and software and use that skill base in conjunction with innate problem solving skills. Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, data center, email, file shares, and other infrastructure issues. Besides always having the ability to deploy solutions to new problems, a Level 3 person usually has the most expertise in a company and is the go-to person for solving difficult issues.
5. Level 4 support – Not a commonly used term. Level 4 refers to those people outside the organization that you can escalate issues to. This usually involves hardware and software vendors, such as vendor software support, printer and copier maintenance, heavy equipment maintenance, depot maintenance, etc. Level 4 support is contracted by an organization for specific services, but they are not part of the organization generally. It consists of senior administrators who are often called on to assess the abilities of new hires, train employees, and often report on the state of a companies IT infrastructure in addition to handling very specialized support functions. 

Application support is very essential for all software products as it provides the potential customers assurance that any queries related to the application will be addressed and resolved. The support providers must be trained and efficient in resolving any user queries and have a thorough knowledge of the product. Products with better application support sell better as the customers are assured assistance in case they face any queries.

About Author:
Manish Chandak  is social media enthusiast and works as consultant with Systems Plus Pvt. Ltd. He actively contributes to the areas of technology and Information security. He can be contacted at: manish.c@spluspl.com