Definition of 1st 2nd and 3rd line support?

  Flopper 00:20 21 Apr 07
Locked

Has anybody got a simple definition of the terms above as seen in many job applications. I did work in IT in a support role until recently and I am still not sure.
I think 1st line is where I tell someone on the 'phone to do the old Ctrl-Alt-Delete and End Task (something)?
Second line, I assume, is when I get off my butt and go and do it at the desktop myself?
Presumably third line is when I call Microsoft and tell them that did not work?

  RobCharles1981 00:34 21 Apr 07

AOL do this Level 2 and 3 And so on, I found it quite crap if im not mistaken they sent me on a wild goose chase ages ago now this was. But when my then Evesham not Modified PC gown into trouble one phone call to their support line was top class.

  RobCharles1981 00:35 21 Apr 07

AOL do this Level 2 and 3 And so on, I found it quite crap if im not mistaken they sent me on a wild goose chase ages ago now this was. But when my then Evesham not Modified PC gown into trouble one phone call to their support line was top class.

  RobCharles1981 00:36 21 Apr 07

Woops double post!!

  L_Driver 20:51 21 Apr 07

Hi, I used to work on a Computing Support Helpdesk for a large Comms company. First line support would be such a Helpdesk. A problem would be logged by such a Helpdesk and possibly also solved at that point. 2nd line would be a further specialist support team or teams within that organisation. eg A network team to name one possible area of expertise. 3rd level support in this sort of set-up would be for example were the 2nd line support need to contact for example Microsoft or Cisco or whoever to obtain further help or highlight some issue. Hope this of use.

  I am Spartacus 21:03 21 Apr 07

My own experience:

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.

That worked fine for us until we outsourced virtually everything to one of those big name companies that claim to know it all (their own systems they really mean).

They decommissioned the tried and tested systems we were using and introduced their own untried and poorly tested systems. The new systems don't work properly and we now have daily messages telling us it will fixed in the next release.

This new software is known as Still Applying Patches (SAP).

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