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So, make sure that your current solution enables you to do all these – or start looking
for options to migrate to another service desk. If you don't have any, use our ITSM
implementation checklist to guide you through the process.
Level 0 solves issues such as password resets, hardware or software requests, non-
urgent incidents log-in, and other most common help desk tickets that can be solved
with knowledge base articles.
Though most tickets are solved at this stage, agents should comprehend the limits of
IT support level 1 to be able to filter tickets accurately and escalate them to tier 2
when necessary.
Second-level IT support staff generally has strong technical skills to provide in-depth
troubleshooting and backend support. Employees in this tier are usually much more
knowledgeable of the company's tech stack, thus ensuring that the issues escalated
from level 1 of IT tech support are dealt with accordingly and with a much more well-
informed outlook.
Since these are more experienced analysts, it's advisable to encourage them to share
their knowledge with level 1 agents. You can do it by creating an internal knowledge
base on InvGate Service Desk. This way, you can standardize processes and reinforce
your training materials for new agents.
Lastly, as with the first level of technical support, tier 2 agents should also be trained
on the escalation policy to assign more complex tickets to the next level in line.
They typically have the highest level of permissions and technical resources to create,
maintain, and fix important elements that make up the structural integrity of apps and
systems. Oftentimes, they can even participate in the creation of new software and
hotfixes in networks, code, and other tools.
Monitoring support queues to make sure that tickets are scaled appropriately.
Troubleshooting incidents that couldn't be solved before.
Providing knowledge base articles.
Assisting in problem and major incident resolution.
Documenting the issue and providing details on resolution attempts.
There are only a certain amount of tickets that can't be resolved at any of these levels
of IT support. And that's what tier 4 is for.
Fourth-level IT support staff consists of outside support teams that can come into
the picture in two main situations:
To set up support tier 4, you can employ ITSM best practices, in the form of Service
Integration and Management (to manage outside providers), and ITIL (to ensure that
vendors stick to the agreements in place and add value to your company).
1. Choose the right ITSM platform - As we mentioned before, having the right
tool makes all the difference. When choosing it, make sure that it's easy to
implement, has an intuitive UX so that you don't need to train your agents,
comes with ticket assignment and workflow automation, and has self-service
capabilities. Or just go with InvGate Service Desk, which checks every item on
the list and more!
2. Build the level 0 - Set up your self-service portal, service catalog, and
knowledge base. Once you have the three in place, customize them with your
company information and start creating articles (you can use ChatGPT for that).
3. Create your help desk hierarchy - Configure your service desk levels, assign
agents, and design the ticketing routing and escalation process. When doing so,
keep in mind your company's needs in terms of multi-site support and multiple
SLA policy.
4. Automate - Once the basics of the service desk are in place, it's time to build
workflows, integrate the platform with other tools from your company's tech
landscape, and start working smartly.
6. Measure and improve - The last basic step to implement a tiered help desk is
to take advantage of InvGate Service Desk's reporting tools and measure your
tiers' performance to spot room for improvement.
In conclusion
Organizing help desk support with a tiered structure is the smartest way to ensure
that your IT team is working optimally. By establishing five levels of IT support, you
can:
If you want to see how easy it is to configure IT support levels on InvGate Service
Desk, you can ask for a 30-day free trial or contact our team for a personalized
walkthrough!