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Level1 Support ?

 
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Rajesh Midde99

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Joined: 04 Dec 2008
Posts: 11
Location: Bangalore,India

PostPosted: Tue Dec 16, 2008 4:04 pm    Post subject: Level1 Support ?
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Hi all

Can any body explain in detail what is Level1 Support ?

My Understanding is, L1 support is Initial Support level responsible for customer issues. And the basic job of a L1 technician is to detremine customer issues by careful analysis of the symptoms and figure out the underlying problem. L1 support has general understanding of application and may not be capable of performing complex tasks. The objective of L1 Support is to handle 70%-80% of customer issues before finding it to escalate to the next higher level.

Regards
Rajesh Midde
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dick scherrer

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Joined: 23 Nov 2006
Posts: 19270
Location: Inside the Matrix

PostPosted: Tue Dec 16, 2008 10:19 pm    Post subject:
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Hello,

Quote:
Can any body explain in detail what is Level1 Support ?
Level 1 Support has different meanings in different organizations. To learn exactly what level 1 means in your organization, i'd suggest you ask the level 1 support manater/supervisor.

The degree of complexity handled and the % of calls to be answered by level 1 etc are all organization dependent.
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