Support levels

Topic 03 · Service Desk Fundamentals

Support levels

Support is tiered. Knowing the tiers, and honestly placing the boundary of your own, is what keeps work flowing instead of bouncing.

In this topic

1. 01First line (L1)1 min
2. 02Second line (L2)1 min
3. 03L3 & specialist teams1 min
4. 04The boundary of L11 min
5. 05Tiering & first-contact resolution1 min

What you'll learn

• Describe what L1, L2, and L3 / specialist teams each handle.
• Recognise when an issue is genuinely beyond L1.
• Resist both extremes: blindly forwarding, and clinging to a ticket you can't resolve.

Coming soon