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https://www.greycampus.com/blog/it-service-management/it-support-what-are-the-different-levels
Jan 19, 2018 · Support methodology and Hand over methods to the next level. Tier I or Level 1, is the first support level accountable for basic issues. It is also known as first-line support, level 1 support, support line 1 and others to denote basic support function. The job of a Tier 1 support is to gather the customer’s data and to determine the issue.
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://www.voigtmann.de/en/app-development/second-and-third-level-support/
Second and Third Level Support . First Level Support. The first level support is the first contact point for all incoming support requests, for the recording and processing of which our employees in the system operation are responsible. In team work and with the aid of knowledge data bases, a solution can be found quickly for most problems.
https://www.allinterview.com/showanswers/105255/explain-what-is-1st-2nd-and-3rd-level-support-in-sap.html
1.1st level support is provided by key users (you may identify the smart users from within your user-community); generally support at this level is at transactional level 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..
https://it.toolbox.com/question/1st-and-2nd-level-support-of-sap-040711
2nd level support are more knowledgeable than the1st level and they usually have a more specific fields for which they're responsible. Above the 2nd level you have the 3rd level support, basically the ball stops at that level in terms of support. 3rd level support is also called the project team sometimes. Hope it helps. Ozzy. Mobile
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