The triumph of any business or organization depends on many factors. One of them is its ability to function efficiently. To function efficiently, one needs to have all its systems in place, working at their best. And that’s where customer support comes into play.
Customer support helps keep your customers happy by providing solutions to problems they might face while using your product or service. It also enables you to retain existing customers by ensuring they are satisfied with your product/service so that they remain loyal to you for future purchases. However, these functionalities are categorized under different names according to their levels.
These levels are known as First Level Support, Second Level Support, and Third level support. This article explains what First Level Support entails and what it covers.
The first level IT support, also known as level 1 support, first-line support, or support line 1, refers to a set of resources that can be put in place to provide first-level technical assistance. This tier handles the basic tech problems that are easy to fix with little training.
First-level support aims to solve problems quickly so users can get back to work without having to wait for help from higher levels within an organization. These problems include gathering customer information, finding the issue, resolving it, and getting them up and running again. A good first-level technician will have a broad knowledge base and be able to troubleshoot any issues on their own.
They will also know how to escalate issues when they need more help than they can provide.
What is covered in First Level IT support?
There are various issues addressed at the First level IT support. Some include:
1. Solving essential helpdesk solutions
Let’s face it – no one wants to spend hours waiting for a technician to arrive. That’s why first level support techs can often resolve problems over the phone or via remote control, saving you time and money.
First level support technicians are trained to provide fast, efficient solutions to your computer issues as quickly as possible. They may also be able to access your computer remotely to fix any hardware or software issues without coming into your office. This saves time and money, allowing you to return to work more quickly.
2. Providing basic troubleshooting
When a computer or device has stopped working, first level support tech will help determine whether or not your computer can be repaired without sending it to a repair facility. If so, they may troubleshoot your computer remotely to make repairs. First level support technicians will also help you navigate any basic software issues you may have and teach you how to operate your new computer properly, ensuring that you are up and running within minutes.
3. Helping with setup and installation of equipment
If you’re having trouble installing hardware on your computer, first level support technicians can help walk you through these steps over the phone or via remote control. They may also provide assistance with installing other devices such as printers, scanners, etc. if needed. Additionally, they will be able to assist you in setting up a new computer for proper operation. This makes it easier for you to start using your device immediately.
4. Processing payments
First level support technicians may also be able to process payments or answer billing questions. This could include helping you sign up for an online account or showing you how to use a software program that processes payments, such as PayPal. They can also help you with any other payment-related issues that you might have. For this reason, first level support techs are usually more knowledgeable about your business’s payment processing needs than second or third level techs.
5. Monitoring emails
Even if you’re not in front of your computer, first level support technicians can still help you. They may monitor your email or provide remote access to your computer via instant messaging programs such as Microsoft Messenger. This way, they can quickly resolve issues for you at any time of day or night. This helps ensure that your business doesn’t experience downtime due to computer problems.
Plus, by monitoring your emails, first level support techs will be able to alert you when a problem arises so that you can take care of it right away. For example, they might receive an error message from one of your servers. Rather than having them wait until you arrive at work to tell you about it, these techs will reach out to let you know about the issue so that you can address it immediately.
6. Resetting lost passwords
If you have forgotten your password, first level support technicians may be able to access your computer and resolve any issues that are preventing you from logging in. This could involve resetting your password or getting you set up with a new one. First level support technicians can also help if you’ve forgotten your username.
7. Collect customer requests and data
First level support technicians will collect all customer requests, questions, and complaints to send to second level support. This will allow second level support professionals to respond promptly when they receive a request from customers, allowing you to get back up and running as quickly as possible.
8. Create tickets for Level 2 support
Creating tickets for second level support technicians is one of a first level support technician’s most important duties. In order to do so, they must be familiar with a computer or device’s troubleshooting process, allowing them to collect all relevant information quickly in an organized fashion. They will then send these requests on to second level support professionals who will take over from there.
Wrapping Up
Undeniably, First Level IT support plays a vital role in any organization. It has a powerful influence on how well your organization functions. Your employees can focus more on their core responsibilities if they have access to the competent technical support staff that can take care of all their computer-related issues without wasting much time.
