IT environments are becoming more complex and dispersed. When it comes to technology support, is it positioned for optimal support?
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Types of assistance
Technical assistance can be given by different means, including email, chat, application software and technicians, although the most common are telephone and face-to-face (on site). In recent years there is a tendency to provide remote technical assistance, where a technician connects to the computer through a remote connection application.
When the assistance is properly organized, several levels can be given, where the level 1 support is the one that is in direct contact with the user and that solves the trivial incidents, the level 2 support would provide assistance at the level below and at this level comes the somewhat filtered information, and so on.
Technical support or assistance is often subdivided into layers, or levels (called tiers in English), so that you can serve a business base or customers more effectively and efficiently. The number of levels at which a company organizes its support group depends fundamentally on the needs of the business, the objectives or the will as it will entail the ability to serve its customers or users sufficiently.
The reason that justifies providing a support service through a multilevel system instead of a general support group is to provide the best possible service in the most efficient way. The success of the organizational structure depends greatly on the ability of the technical team to understand its level of responsibility and commitment, its commitments to customer response time and the time and manner in which it is appropriate to scale an incident and to what level.
The most generalized multilevel assistance service structure is based on three levels of support.