Educational IT Jobs Thread, Lines of support in United Kingdom (UK) Specific Forums; I have been looking around for various jobs in the private sector and the job descriptions have blurred my understanding ...
19th May 2009, 01:22 PM #1
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Lines of support
I have been looking around for various jobs in the private sector and the job descriptions have blurred my understanding of 1st/2nd/3rd line support.
My basic understanding of the three tiers is as follows:
1st - Helpdesk Support
2nd - Desktop Support
3rd - Network Administration
Do people agree with the above?
The jobs that I have been applying for are a mix of 1st and 2nd line. I tend to meeta all there requirements with my 18 months of tech experience but job titles throw me.
IDG Tech News
19th May 2009, 01:30 PM #2
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1st line - phone support
2nd line - internal callout support
3rd line - external callout support
19th May 2009, 01:40 PM #3
19th May 2009, 02:19 PM #4
Some places do mix their support levels rather than having the standard three. What're the job titles which're confusing you?
19th May 2009, 07:29 PM #5
1st line - Phone\Basic support
2nd line - Onsite work, general it support
3rd line - Onsite work, Projects, Installations, Indepth Technical stuff
19th May 2009, 07:49 PM #6
In practice (at least IME) the lines do get very blurred in education, largely because there's often only one or two people doing all three roles.
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