In a help desk support, there are three levels where support requests
of customers are handled. These levels of support are as follows:
1. First level Support handles problems and questions of customers.
It provides customers the solution to their problems through the
basic application of the system and/or hardware assistance.
An electronic Help Desk will answer the call. Through the use
case-based reasoning system the customer is able to have an
automatic interface with the system.
2. Second Level Support deals with problems that cannot be
resolved at the first level. A Technical Analyst handles this
case. It provides a more complex support and provides
application software and hardware expertise solution to callers.
3. Third Level Support deals with problems that cannot be
resolved at the 2nd level. Most of the common problems are
software bugs that require a review of the programming.
Of the three (3) level of support, the help desk desktop 3rd
level support is the most critical level that needs immediate
attention. The need for core experts at this level is a must.
It is expected that these experts would develop, research and
provide support services such as hardware repair, email,
networking, telephony, and client-server applications The third
level support are for companies with limited IT staff or where
a network administrator support presence is required. Most
of the common problem handled is on Advanced Configuration
At the 3rd level, a high demand of outcomes is expected by an
organization. Thus, a comprehensive report should be provided
from the first level entry up to the 3rd level, to continuously have
the flow of business operation to run smoothly. Keep customers
happy by providing them the ultimate satisfaction.