Technical support is mainly categorised into multiple tiers which can also be referred to as levels. Most of the IT departments have accepted the procedure of dividing their support analysts into three tiers of support. Tier 1 support agents deal with the majority of incoming calls to the help desk and make the trouble ticket which is to be analyzed. Higher level issues will be strengthens to the tier 2 Support Analysts.
Multi-tier technical support is the general support group and gives the best possible service in the most effective manner. It can actually degrade the quality of your service if agents don’t maintain a clear and strong sense of ownership over problems. Using tiers as an excuse to pawn off problems slows resolution times, frustrates customers and lower NPS. It also wastes chances for engineers to grow and improve their skills.
Multi-tiered technical support is stunning
In multi-tiered technical support, engineers are grouped based on their skill and tickets are routed to the best engineer for the incident. Multi-tiered support can’t only ensure accelerated ticket resolution. Rather than only three or four layers of engineers, tiered support takes the severity of problem and importance of the customer into account before assigning an engineer or group. It means that we may have more than one group within each tier.
Model of tiered support
Tiered support gives a model for giving high-availability service products in a networked environment. In tiered support model, organization functions are placed in an escalation hierarchy with lines of demarcation between functions to assure that responsibilities and duties are clearly defined. The below descriptions is the explanation of five levels in the tiered support model, explain the escalation strategy for each level and provide a short description of the skills, titles and job descriptions.
Tier 1: help desk/customer support: it is basically receiving customer call first. They achieve triage, solving straightforward problem themselves and pass the rest onto Tier 2. This support level is even offshoring because the skills are important to do the job effectively are not as directly tied to the certain products or services being provided as they are for the other tiers.
Tier 2: technical support: it tries to find the solution of a customer’s problem either on their own or using these resources at their disposal. Technical support personnel have starting level technical skills and even move to other technical position in tiers 3, 4 or 5 as their skills made.
Tier 3: system/ network administration: tier 3 personnel emphasize on the infrastructure that HA services depend on to function properly. The NOC is the primary tool which network or system administration use to control system performance.
Tier 4: product operations engineering: it handles escalations from Tier 2 or tier 3 and escalation to tier 4. This group is build-up of seasoned and technical skilled engineers who emphasize on the operation of individual products. Mainly, their functional specialty is systems engineering and they are probably experienced employees who have worked for a time in Tier 3. They may have other function specialties such as network engineering, database administration and depending on the product they support.
Tier 5: Engineering: it is in charge of building and making products. Engineering is in charge of the bug tracking process and uses it as a means for controlling the health of a product they have made and are maintaining. They don’t set priorities for bug fix which is performed by a group with representatives from product management, software quality assurance, technical support and product operations.
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