Helpdesk and Support Levels

Level 0 customer support should be provided by _________

• Trained techs with a minimum of 1 year experience

• The customers themselvles, using helpful tool provided for them

• On site technicians

• Remote technichians via phone or chat applicatiolns

The initial support that customers receive should come from what TIER of the IT Helpdesk?

• 1

• 2

• 3

• 4

The process of forwarding along a more complex task from a tier one technicaion to a tier two technician is referred to as _

A Tier 3 Helpdesk technician should be filled by personnel that are considered to be ____?

• New to the hardware or software in question

• Someone with intermediate experience in the hardware or software

• A high level person such as the company owner

• Subject Matter Experts

How many helpdesk tiers / levels of support do you think would be needed in our lab? Please support your answer.

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