Once you’ve established your structure for IT Support in Arlington, consider how you can continue to support your support staff, so they can continue to create positive customer experiences.
Customers frequently ask about the various approaches to IT Support and how they can be used to organize help desks and service desks. In this article, we’ll explore the role of technical support and IT support levels/tiers 0-4. Technical support also known as IT support, help desk, or service desk is a service that supports users of technology products or services. In contrast to traditional training, technical support typically focuses on helping with a specific user problem or issue. IT Support in Arlington contributes to or supports a company’s overall customer service philosophy, so the team or department may stride the technical world of IT and the practical side of customer service.
IT support can be delivered in different ways, depending on the support level or tier, including by phone, email, live chat or video, chatbots, and other logging tools. The terms support levels and support tiers are phrases used interchangeably within IT organizations. Structuring your IT support around levels or tiers is useful for strategically addressing customer needs, creating a positive customer experience, quickly resolving small or easy-to-manage issues, and obtaining feedback and suggestions for product development.
With some variations, a typical IT Support infrastructure is usually organized around the following support tiers:
Tier 0 - Users retrieve support information from the web and mobile pages or apps, including FAQs, detailed product and technical information, blog posts, manuals, and search functions. Users also use apps to access service catalogs where they can request and receive services without involving the IT staff.
Email, web forms, and social contact methods such as Twitter, LinkedIn, etc., are used to send questions and requests to upper support tiers or company personnel. Tier 0 requires technical and marketing resources to create, maintain, and update product information.
Tier 1 - Personnel respond to requests received through email, web sites, or social media. Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT Support in Arlington. If no solution is available, tier 1 personnel escalate incidents to a higher tier.
Tier 2 - Experienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1. If no solution is available, tier 2 support escalates the incident to tier 3.
Tier 3 - Tier 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications. Once a cause is identified, the company decides whether to create a new fix, depending on the cause of the problem. New fixes are documented for use by Tier 1 and Tier 2 personnel. Tier 3 specialists are generally the most highly skilled product specialists and may include the creators, chief architects, or engineers who created the product or service.
Tier 4 - Contracted support for items provided by but not directly serviced by the organization, including printer support, vendor software support, machine maintenance, depot support, and other outsourced services. Problems or requests are forwarded to tier 4 supports and monitored by the organization for implementation. Preferred vendors and business partners providing support and services for items provided by your company.
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