Are you curious about the IT support levels and what they entail when it comes to your service desk? Well, you've come to the right place! The terms "level one,” “level two,” and “level three" come from the ITIL framework which is a popular way for the industry to categorise different levels of IT support based on the complexity of the issues they handle.
If you provide a product or service to your customers that may require technical support in the future, your support team plays a crucial role in how that support is delivered—and it can have a major impact on your brand.
In this article, we'll chat about what each service desk support level is all about, how your technical support team can effectively manage each tier, and how to ensure you're delivering the best service for your customers at every level.
IT Support and why it’s important for your business
Scaling a business often leads to support level headaches, but using a managed IT services provider for IT help desk support can eliminate these challenges.
With their help, your core team can focus on their strengths, you can scale without worrying about managing a growing number of support queries, and your customers will receive top-notch technical support experiences.
Your service desk isn't just for solving technical issues. Your IT support team is also responsible for being a main point of contact for your customers post-sale.
This means they need to be able to listen attentively, display appropriate levels of concern and compassion, and use soft skills to provide not only basic support or technical support, but an excellent customer experience.
Whether you're handling straightforward password resets or escalated infrastructure issues, the ability to adapt to different support tiers ensures your service desk is always equipped to meet customer needs.
Investing in effective support at all levels helps build customer trust, strengthen loyalty, and support your organisation's growth.
Additionally, having clearly defined support levels helps your team allocate resources efficiently. Level 1 techs can handle basic tasks quickly, freeing up higher-tier specialists to focus on complex problems.
This hierarchical approach not only improves operational efficiency but also ensures every query is resolved by the right person at the right time.
Companies that prioritise well-structured support levels often report fewer unresolved tickets, faster turnaround times, and higher customer satisfaction rates.
Additionally, customers appreciate knowing their issues are escalated appropriately, increasing their confidence in your service.
What is level one IT support? The basics.
Level one support is for those basic IT issues that you can solve yourself with a little help. In general, level one IT techs are capable of handling most basic to intermediate technical support requests. At this support level, technicians can also answer many break/fix questions, and open tickets for issues that need to be upgraded to a higher support level service desk team member.
Level one IT support examples
- Resetting passwords.
- Configuration challenges.
- Troubleshooting minor software issues.
- Fixing hardware glitches.
What type of businesses should get level one support?
This type of support is perfect for individuals or small businesses that don't have a dedicated IT team, or providers of a product or service that may require technical support in the future.
What is level two IT support? A little more complex.
Level two support is for those more complex IT issues that require more expertise or queries the level one support personnel couldn't handle. This support level service can usually resolve the bulk of customer issues not directly handled by interaction with a tier one technician, making them the main line of support for opened tickets.
Level two IT support examples
- Coordinating on-site or in-centre hardware repairs or replacements if there is a catastrophic failure or breakage that can't be remedied.
- Configuring a new software.
What type of businesses should get level two support?
This type of support is great for small to medium-sized businesses that need a little more IT support than what level one can offer.
What is level three IT support? The critical stuff.
Level three support is for those critical IT issues that can bring your business to a standstill. At this support level, complex issues related to software and hardware are typically handled by specialists after previous support levels have failed to resolve an issue.
In some cases, a level one service desk technician may recognise a problem that will require level three support and open a ticket assigned directly to this level. The service tech handling these problems will have specific expertise with the hardware or software affected.
Level three IT support examples
- Administration, network, and other infrastructure issues.
- Addressing data loss.
- Supporting with a major hardware failure.
What type of businesses should get level three support?
This type of support is essential for large businesses that need a quick resolution to serious technical problems.
What is level four IT support? Third-party experts.
Level four support is for the rare service request that requires outside support from a vendor or a specialist. These support requests are passed on to the correct party for handling and the service desk team takes on more of a customer service and feedback role, checking in with the customer to make sure their issue was resolved.
Level four IT support examples
- Skills related to a component or piece of software/hardware not directly provided by the company.
- The design and architecture of an organisation's IT infrastructure.
What type of businesses should get level four support?
This type of support is essential for large enterprises and organisations that need the highest level of technical support.
Is level zero a thing?
Also known as "self-service support", level zero support is the first line of support that users can access on their own, without involving any IT support personnel.
At the most basic level are customer questions that have simple answers and don't require direct assistance from a service desk technician.
These queries can often be handled by having an FAQ page or other self-service option such as a chatbot that draws answers from a knowledge center to assist customers.
A good example of a tier zero question is "Where is the model number on my modem?"
How can you tell what level of support you need?
Your organisation will need assistance across different support tiers from time to time, —whether it’s basic troubleshooting, mid-level technical resolutions, or advanced strategic guidance. It’s important to choose a provider that can deliver at any tier of support.
A quick discussion with them will help you determine the right support tier for your current requirements and whether they can adapt to your organisation’s changing needs.
Flexibility across support tiers ensures your business gets exactly what it needs when it needs it.
What to look out for in an IT service provider for your help desk
There are several metrics that matter when it comes to service desk support:
- Speed of response: When customers have an issue or question, they want to be heard right away. Providing a quick response is a huge selling point in today's fast-paced world. When help isn't available quickly, customers may start to lose trust in your brand.
- Speed of resolution: Let's make sure every issue gets resolved on the first try! No customer should have to reach out multiple times to fix the same problem. By fixing issues promptly and effectively, you can show your customers how much you value them and their experience.
- Effectiveness of support: The quality of support you provide is just as important as the speed. Our goal is not just to fix the problem, but to make sure it stays fixed. By being proactive and providing helpful tools, you can show your customers that you care and want to help them in the long run.
And remember, delivering support with a smile is key to keeping your customers happy. If you don't have the right people or skills to handle support requests, you need to make changes so you can continue to offer the best experience possible. Nothing is more important than your customers feeling valued and satisfied.
Speak to a pro
At The Missing Link, our highly responsive, well-trained Service Desk team will handle your technical support needs with knowledge, skill, and professionalism.
Available 24/7, we help your customers with a wide range of issues, ensuring a seamless experience at every support level. By outsourcing your IT, you’ll reduce costs while delivering superior customer service.
To learn more, explore our service desk options today.
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