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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://wiki.en.it-processmaps.com/index.php/ITIL_Roles
1st Level Support. The responsibility of 1st Level Support is to register and classify received Incidents and to undertake an immediate effort in order to restore a failed IT service as quickly as possible. If no ad-hoc solution can be achieved, 1st Level Support will transfer the Incident to expert technical support groups (2nd Level Support).
https://www.cherwell.com/library/blog/itil-service-desk-responsibilities/
Nov 16, 2018 · In cases where it is impossible for a 1st-level support provider to resolve the issue immediately, the incident may be transferred to a 2nd-level support analyst or Service desk supervisor. ... For organizations seeking to implement Service Management software to support an ITIL-compliant service desk—you don't have to go it alone!
https://www.certguidance.com/explaining-support-levels-itil-itsm/
May 04, 2019 · Tier-4 (Level 4) support usually refers to outside support teams who provide support to the services that are not directly supported by the organization. This support level works by following the principles of ITIL Supplier Management process. The scope of Tier-4 IT-Support:
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