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https://www.certguidance.com/explaining-support-levels-itil-itsm/
May 04, 2019 · The Tier-2 support level is for providing in-depth troubleshooting, technical analysis, and support from the backend. Functions supported by Tier-2: ... Leave us some comments if you have any questions or doubts about IT Support Tiers described in ITIL, we will be happy to help you.
https://www.greycampus.com/blog/it-service-management/it-support-what-are-the-different-levels
Jan 19, 2018 · Tier II or Level 2, is in-detail technical support level. It costs more as the technicians are experienced and well-informed on a particular product. It is also known as administrative level support, level 2 support and many other titles. These titles signify advanced methodological troubleshooting and investigation methods.
https://joehertvik.com/help-desk-definitions-level-1-level-2-level-3-support/
Level 0 support – Automated or self-service solutions that users can access themselves without the aid of the Help Desk. These include automated password resets, Web sites for requesting ITIL support, and knowledge base lookup. Level 0 support is performed without the aid of a Help Desk technician.
https://itservicemanagement-itil.com/second-line-support/
Level-2 once the problem in the application is fixed contact the User and walks through a UAT (user acceptance test). Level-2, would then close the incident once accepted by the user. The people on Level-2 support should be good BSA’s (business systems analysts) with intimate application and technical knowledge of the application and ...
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