Level 1, 2 & 3 support
“It is always when we need it that“ @! * # € !! ”that it no longer works. Let's call the helpdesk! ” But how does it work?
The support is divided into three distinct levels, the entrance door being level 1.
Level 1
“The hotline” receives the call or the email and will translate what the client wants to say, replace the “stuff”, “stuff” and “things” with concrete and technical words and finally determine the priority. She creates a ticket for the incident with the customer's contact details and consults the knowledge base as well as the customer's history. She can then see if it is a current incident and in this case, she advises the user and helps him to solve his problem. She may also notice that this is a recurring incident for this client at that time, we are no longer talking about an incident. but problem. In this case or if she cannot remove the incident, she passes the client or the ticket to level 2 support.
Level 2
“The back office” is provided by more qualified technicians. They take the information from level 1 and with their superior skills, they guide the customer or take control of his machine remotely to resolve the incident.
In general, they can also order replacement equipment or initiate an intervention on site. If unfortunately they can't, they send this ticket to the next level.
In general, they can also order replacement equipment or initiate an intervention on site. If unfortunately they can't, they send this ticket to the next level.
Level 3
“The product specialist” can be internal, a supplier, a software publisher, a manufacturer, etc. It is sometimes possible that there is no real solution, but other means may be used, for example developing the product or software, possibly directing the client to another solution. At this level, the customer must be made aware of the situation, because deadlines can be long and developments can be profitable, but the important thing remains customer satisfaction.
Technical support is a job that requires staying calm, having empathy, a sense of listening. You also have to smile on the phone, because even if your helpdesk is outsourced, even if your IT department is very efficient, your customers will judge you through the helpdesk.
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