This user-friendly level 0 support system helped the customer uncover a solution to their own problem without involving IT directly. The solution? Simply wait a few days for a payment to apply. After reviewing the FAQ section and the company’s customer forums, they realized that what they once thought was a problem was actually part of the company’s billing policy. One example of level 0 support is if a customer is struggling with the billing for a company-provided service. A scenario where an issue would fall under the level 0 support tier: A well-executed level 0 of IT technical support customers have easy resolutions within arm’s reach. The main aspect of level 0 is the lack of direct customer-to-employee contact. This includes services catalogs, a self-service portal, and a knowledge base software. IT support Level 0 encompasses all tools/resources that an organization provides for the customer to resolve an issue on their own.
IT Support Level 0: Self Service & User-Retrieved Information
Receive suggestions for product development. Optimize employee training, growth, and retention. Create timelines and protocols for more complex problems. Ensure effective and pleasant customer satisfaction and experiences. Strategically address the needs of your customers. Here’s why you should consider structuring an IT team using support tiers: Let your team use their intuition: Your IT team are experts at what they do, let them determine when to escalate a problem. Create time limits on tiers: if Tier 1 issues take more than 15 minutes, it’s automatically elevated to Tier 2 support. Tiers can also be interpreted as timelines (i.e., the higher a problem is escalated, the more time and possible resources are required to solve it). Many organizations alter this template and blend IT support tiers based on their resources and principles. A very prevalent support level is tier 2. Most organizations utilize 3 tiers of IT support personnel, but the number can vary on the IT support model. The way they name these tiers can also vary by business. Different organizations arrange their IT levels of support based on their unique staff size and experience. IT tier support levels are commonly classified using a number system (AKA: Tier 0, Tier 1, Tier 2, etc). It’s important to trust the right people for the job.īelow you’ll find out more about different IT support tiers, best practices for the 5 support levels and their peculiarities. Adversely, a CEO would never handle team member timecard approval. After all, a junior employee probably can’t fix downed servers. Tiered help desk structure is important because issues can vary widely in complexity.
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