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1st 2nd 3rd Line Support

Discussion in 'Employment & Jobs' started by hippy, Aug 14, 2007.

  1. hippy

    hippy Kilobyte Poster

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    What is your definition of each one?

    edit: I kind of saw it as helpdesk > 1st Line > 2nd Line > 3rd Line

    Helpdesk - call logging
    1st Line - Desktops
    2nd Line - Desktops/networks
    3rd Line - Servers and what have you
     
  2. Fergal1982

    Fergal1982 Petabyte Poster

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    The exact definition really depends on the company. 1st Line is usually always your first contact with the 'customer'. In my last job, everyone had to call the service desk first, to log a call. This was therefore 1st line. desktop/local support was third line, since it went to 2nd Line (remote support) before being passed onto local support.
     
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  3. BosonMichael
    Highly Decorated Member Award

    BosonMichael Yottabyte Poster

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    Yep, depends on the company. Some only have two lines of support. Some have several. Some have different tracks depending on the technology.
     
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  4. MrNerdy

    MrNerdy Megabyte Poster

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    In the NHS to roughly worked out as:
    1st Line - Telephone Support(remote access)
    2nd Line - IT Tech goes to fix problem
    3rd Line - Techie gets to play with it!

    I always used to like doing 3rd line support.:D
     
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  5. Sparky
    Highly Decorated Member Award

    Sparky Zettabyte Poster Moderator

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    Depends on the size of the company to be honest.

    Always good to have structured support procedures in place though. 8)
     
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  6. Arroryn
    Honorary Member

    Arroryn we're all dooooooomed

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    If this is the case, I am 1st, 2nd and 3rd line :p

    At my place, '1st' line take calls, do remote support, and are also client facing. We try to fix any hardware that isn't under warranty, and do some AD work.

    '2nd' line play with the network and servers.

    '3rd' line makes the coffee.
     
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  7. g.vangemerden

    g.vangemerden Bit Poster

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    Most of the times these terms are not used for what people are working on.

    I thought ITIL says something like this:

    1st line -> Pick up the calls, try to help within 10 minutes or so, decide if it's a one-time incident or a bigger problem. Registrate the call in some kind of database and get as much information as possible in case the 1st line isn't able to solve the issue and it must be escalated to the second line. Based on policies within the company they can, for example, reset passwords, set permissions, administer the local machines, etcetera

    2nd line -> the administrator guys, have to administer the servers in the network, the network itself and in most cases the daily maintenance of the User Directory, Databaseservers, etcetera

    3rd Line -> the engineers and consultants who are responsible for external lines, designing better solutions, and so on...

    That said... In most companies there is a vague line between the 1st, 2nd and 3rd line. For example people do more than just one thing...
     
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  8. michael78

    michael78 Terabyte Poster

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    1st Line - Telephone Support

    2nd Line - Goes to the persons desk and is more hands on

    3rd Line - Specialist Support on say a niche software package
     
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