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https://community.spiceworks.com/how_to/64557-difference-between-1st-2nd-and-3rd-line-support
Actual onsite support from the 2nd line is not always the case. Sometimes it is still a remote team with more specific knowledge then the Support Desk (1st line). This as I say is the first set of onsite personnel (normally), usually dealing with (not always) minor issues such as workstation problems, printer, scanner and peripheral issues that were not able to be resolved by the 1st Line Support.
https://www.lawinsider.com/dictionary/first-line-support
First Line Support means the identification, diagnosis and correction of Errors by the provision of the following Support Services by help desk technicians sufficiently qualified and experienced to identify and Resolve the State's Support Requests reporting these Errors: (a) telephone and email assistance; and (b) access to technical information on the Contractor's website for proper use of the …
https://www.thefreedictionary.com/1st+Line+Support
com offers 1st line support in both English and Spanish and includes languages such as Swedish, Norwegian, German and Portuguese. 1st line support is done by our own staff VitensIMAGE (Assess External Effects Pipes) Remediation and replacement of risky pipes.
https://www.pcs-systems.com/first-line-support/
1 st line support – General help desk. ‘Switch is off and on again’. 2 nd line support – Normally a remote team with more specific knowledge. 3 rd line support – They’ll get to the root of the problem, if not you’ll get onsite assistance.
https://www.techadvisor.co.uk/forum/helproom-1/definition-1st-2nd-3rd-line-support-283841/
Apr 21, 2007 · Definition of 1st 2nd and 3rd line support? 1) Usually working from a script but with little knowledge of the application do their best to solve the problem. In most cases this works. 2) Development\Functional\Technical Team try to solve it based on intimate knowledge of …
https://www.certforums.com/threads/difference-between-1st-2nd-and-3rd-line-support.33302/
Dec 30, 2011 · 1st Line Support - Helpdesk (Job titles such as Helpdesk Analyst, First Line Support, Call Logger) Typically involves resolving calls over the phone in ans ervice desk environment and may escalte to 2nd line support.
https://www.answers.com/Q/What_is_the_difference_between_first_line_and_second_line_support
Sep 12, 2008 · First line support normally involves dealing with customers, clients or employees directly to resolve their issues. Normally the issues are fairly basic. Second line support should take over a support request once it has been established there is a problem with the supported 'system' and it is not to do with user training, user environment, etc.
https://www.velocityreviews.com/threads/need-an-exact-definition-of-first-second-third-line-support.532316/
Oct 17, 2007 · Need an exact definition of First, Second, Third Line Support. Discussion in 'MCSE' started by M, Aug 24, 2007.
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