Support Role

Support Role Paper

Calvin Drager

CIS 294

12/14/15

Andrew Carpenter

Support Role Paper

Information technology (IT) support technicians provide assistance to computer users by answering questions, resolving technical problems and maintaining a company's network, software and computer equipment. They are also called desktop support technicians or computer support specialists. (study.com, n.d.)

Working At a Help Desk

Help desk is a critical element of customer engagement and helps fix the problems your customers have related to your product/service. Aggressively helping the customers fix the problems can significantly boost your customer satisfaction and could positively reflect in the future sales. Next we will discuss the different levels of customer service.

Tier – I/Level 1 support

This is the basic level of customer support. The customer representative is a generalist with a broader understanding of the product, but might not understand the inner workings of the system. He/She in this case would identify the customer, understand the problem and basic tips on solving the problem

Tier – II support

Tier-II level support involves technical knowledge and the desk is staffed by more experienced technicians who have strong exposure to troubleshooting. The technician here is more specialized and will first determine if the issue involves his/her domain based on the data collected by the Tier-I specialist. If it is in the domain, then it has to be determined if it is a new issue or an existing issue. Advanced diagnostic tools and data analysis might be done here

Tier – III support

Tier-III is a very specialized job provided by the specialists who are usually involved in the product development. The issue at hand could be quite complex and they will collect as much data as possible from the bottom two tiers. (Viswanathan, 2014)

Next we will discuss external and internal customers....