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https://www.lawinsider.com/dictionary/tier-1-help-desk
Definition of Tier 1 Help Desk. Tier 1 Help Desk means City point of contact from which all Tier 1 Support will be given to Licensee. Tier 1 Help Desk means Licensee's point of contact(s) to provide all Tier 1 Support within Licensee's organization(s).
https://www.thinkhdi.com/library/supportworld/2017/evaluating-technical-support-models-tiered-support-vs-swarming-part-1.aspx
Tier 1 – The Service Desk. The service desk is tier 1, or first line support for users, expected to take ownership of the issue and resolve a significant percentage (usually around 70%) without escalation to other IT groups. The service desk is staffed with generalists, who have broad technical and applications knowledge, to a limited depth.
https://www.networkdepot.com/help-desk-tiers/
Aug 08, 2013 · Tier 1 Technicians: These are usually lower paid, junior level technicians. Most often, they are recent college graduates, or outsourced third parties located overseas. These technicians can handle simple desktop support questions and issues. In …
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