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https://community.spiceworks.com/how_to/64557-difference-between-1st-2nd-and-3rd-line-support
End Notes: Now this list is not definitive by any means. The role of individuals will of course vary from company to company. In some companies one person will do all of these roles, whilst is others the roles will be extensively seperated to where you will have a whole 1st Line Support desk team, with gradually increasing teams of individual expertise at the 2nd and 3rd line levels.
https://joehertvik.com/help-desk-definitions-level-1-level-2-level-3-support/
In one of my roles, I run a Help Desk for two companies outside of Chicago. One of the confusing things about Help Desk management and talking to people about an IT Operations Help Desk, is that people don’t understand what Level 1, Level 2, and Level 3 Help Desk support is (as well as Level 0 support and Level 4 support, which not everyone talks about).
https://answers.sap.com/questions/4093477/1st-level-2nd-level-support.html
May 19, 2008 · 1st level support takes care of issues or tickets raised by the users ant these issues can be solved within the SLA (Srrvice Level Agreement) times. 2nd level support takes of all problem records which requires ABAP code changes and requires approval fro the business for the transportation of the code changes. Regars
https://groups.google.com/d/topic/ch.comp.networks/ojOqXnxyCCg
Sep 25, 2000 · 1st level: Nimmt das Telefon/Mail/Fax entgegen, kann evtl direkt weiterhelfen und macht sonst die Triage (dh Beurteilung Dringlichkeit und Wahl der weiter behandelnden Stelle) 2nd level: Löst 90 % der Fälle, wenn der nicht mehr weiterkommt, gibt es eine Eskalation an den Hersteller, also den
https://wiki.en.it-processmaps.com/index.php/ITIL_Roles
2nd Level Support. 2nd Level Support takes over Incidents which cannot be solved immediately with the means of 1st Level Support. If necessary, it will request external support, e.g. from software or hardware manufacturers. The aim is to restore a failed IT Service as quickly as possible. If no solution can be found, the 2nd Level Support ...
http://www.helpmasterpro.com/Resources/Help-desk-roles-and-responsibilities/2nd-level-help-desk-agents
The second-line of a help desk is a place where technical competence meets customer relations. Incidents, jobs and tasks are typically assigned to the second line of a help desk because they cannot be resolved at the initial point of contact.A second-level service-desk technician should have a high level of technical knowledge about the systems, processes and operating environment of the user.
https://www.allinterview.com/showanswers/105255/explain-what-is-1st-2nd-and-3rd-level-support-in-sap.html
2.the 2nd level support mostly deals with system changes, for instance, system need to be configured for particular transaction, it'll be at this level.. 3.the highest level in the support mechanism is 3rd level support which sometime is referred as Expert Level support as well.. at this level, consultants / experts analyze the issue in broader ...
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