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Rajesh Midde99
New User
Joined: 04 Dec 2008 Posts: 11 Location: Bangalore,India
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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
Moderator Emeritus
Joined: 23 Nov 2006 Posts: 19244 Location: Inside the Matrix
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Hello,
Quote: |
Can any body explain in detail what is Level1 Support ?
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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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