Hi. I have recently started working on the IT-related applications. However, I am not very familiar with it which is why I would like to know the difference between 1st 2nd 3rd line support? Please reply ASAP. Thanks in advance.
Hi. To gain some information about 1st 2nd 3rd line support, read the lines given below. 1st line support talks about the help which are offered by the general helpdesks, IT call desk and have the job descriptions as that of a helpdesk operator. It is never in person and instead carried out on the phone or over the internet. The requests which are received by the first line support personnel are transferred onto the 2nd line support staff. The actual onsite contact is usually the 2nd line support personnel whose job includes that of an IT technician, PC Engineer and they are onsite. They have more knowledge related to a specific product as compared to that of a 1st line support personnel.
They come into the picture in case there is an issue which could not be solved by the 1st line staff. The 3rd line support is provided by people who have specialised knowledge and perform specialised tasks. They are also more qualified than the other two categories and handle issues such as that of MS Windows Server.
Hope we helped.
