Unit 12 IT Support and Managment Roles A3

What is the primary responsibility of 1st line support?

• Designing enterprise IT solutions

• Collecting customer information and determining the issue by analysing symptoms

• Managing the most complex activities

• Prioritizing support activities

Which support line is responsible for prioritizing support activities and taking on more technical problem-solving tasks?

• 1st line support

• 2nd line support

• 3rd line support

• Network administrators

Who routinely manages the most complex activities and determines underlying problems?

• 1st line support

• 2nd line support

• 3rd line support

• Infrastructure architects

What is the role of infrastructure architects in IT support?

• Collecting customer information

• Prioritizing support activities

• Designing enterprise IT solutions

• Managing the most complex activities

Which job role often works as part of 2nd and 3rd line support?

• 1st line support

• Infrastructure architects

• Network administrators

• Customer service representatives

What is a key task of 1st line support?

• Designing IT infrastructure

• Analysing customer symptoms

• Managing strategic priorities

• Performing complex technical tasks

Who is responsible for understanding the strategic priorities in IT support?

• 1st line support

• 2nd line support

• 3rd line support

• Network administrators

Which support line is typically the first point of contact for customers?

• 1st line support

• 2nd line support

• 3rd line support

What type of activities does 2nd line support handle?

• Collecting customer information

• Technical problem-solving and prioritizing support activities

• Designing enterprise IT solutions

• Managing the most complex activities

Who designs enterprise IT solutions?

• 1st line support

• 2nd line support

• 3rd line support

• Infrastructure architects