IT support

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The IT support is used to solve hardware or software problems and uses tools such as ticketing systems or call centers .

Support level

The support is divided into three levels: first, second and third level support.

First level support

First-level support is the first point of contact for problems. Contact is made either via a ticket system, by email or by telephone. Depending on the difficulty of the problem, it can already be solved by the first-level support, or it can be passed on to the second or third-level support. The corresponding employee has a lot of customer contact.

Second level support

Second-level support is provided by the IT specialists. You are responsible for software installation and other problems that first-level support could not solve. They are also responsible for the maintenance of IT systems. As a rule, the relevant employees cannot be reached directly by telephone.

Third level support

Third-level support includes suppliers, manufacturers of hardware and software, and external specialists. You will be called in when new problems arise, the solution of which requires the complex, systematic work of specialists or specialized teams.

Sub-processes in first-level support

Problem capture

When the problem is recorded, the customer's information and the description of the problem are recorded. This should be documented as well as possible so that unnecessary inquiries from the customer are avoided and a seamless transition can take place when handing over to the next support level.

Problem classification

The problem can be classified in two ways: The first is the classification into a problem category. A distinction is made between three categories: hardware, software and service. The second classification is based on the priority of the problem. A distinction is made between five priority levels; the spectrum ranges from unproblematic to business-critical.