The Service Desk doesn’t stand alone. It’s the front line of a larger support organisation, usually described in levels, and knowing the shape of it tells you what’s yours to own.
The levels, at a glance
Section titled “The levels, at a glance”- L1 is the Service Desk: the first (and often only) contact a user has with IT. L1 takes every contact, logs it, solves the known and the quick, and routes the rest.
- L2 sits behind the desk: technical teams with deeper access and more time per case, such as workplace, network or server specialists.
- L3 is the deep end: engineers, application owners and external vendors who handle the problems few people ever see.
What L1 owns, and what it hands on
Section titled “What L1 owns, and what it hands on”L1 owns the contact and the record: taking the issue in, capturing it well, fixing what’s within reach, and choosing the right team when it isn’t. The deeper levels own the hard fixes. A clean hand-off with a well-written ticket is L1 work done well, not work avoided.
And one promise survives every hand-off: the desk stays the user’s point of contact. Even while an L3 engineer digs into the root cause, it’s the desk that keeps the user informed. (How the levels and routing work in detail gets its own topic later in this track.)