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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 ...
  1. 19th May 2009, 12:22 PM #1
    fatp
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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.
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  3. 19th May 2009, 12:30 PM #2
    irsprint
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    1st line - phone support
    2nd line - internal callout support
    3rd line - external callout support
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  4. 19th May 2009, 12:40 PM #3
    Geoff
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    Technical support - Wikipedia, the free encyclopedia
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  5. 19th May 2009, 01:19 PM #4
    jamesb
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    Some places do mix their support levels rather than having the standard three. What're the job titles which're confusing you?
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  6. 19th May 2009, 06:29 PM #5
    IanT
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    1st line - Phone\Basic support
    2nd line - Onsite work, general it support
    3rd line - Onsite work, Projects, Installations, Indepth Technical stuff
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  7. 19th May 2009, 06:49 PM #6
    powdarrmonkey
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    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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