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https://de.wikipedia.org/wiki/IT-Support
First-Level-Support. Der First-Level-Support ist die erste Anlaufstelle für Probleme. Der Kontakt erfolgt entweder über ein Ticketsystem, per E-Mail oder Telefon. Je nach Schwierigkeit des Problems kann es vom First-Level-Support bereits gelöst werden, oder es wird an den Second- oder Third-Level-Support …
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.
https://en.wikipedia.org/wiki/Help_desk
The help desk assigns the desktop team the second-level desk side issues that the first level was not able to solve. They set up and configure computers for new users and are typically responsible for any physical work relating to the computers, such as repairing software or computer hardware issues and moving workstations to another location.
https://groups.google.com/d/topic/ch.comp.networks/ojOqXnxyCCg
Sep 25, 2000 · > die Definition der Support-Level erklären? Ich weiss nicht, ob das eine 'offizielle' Definition ist, aber ich wuerde das so sehen: 1st level: Nimmt das Telefon/Mail/Fax entgegen, kann evtl direkt weiterhelfen und macht sonst die Triage (dh Beurteilung Dringlichkeit und Wahl der weiter behandelnden Stelle)
https://community.spiceworks.com/how_to/64557-difference-between-1st-2nd-and-3rd-line-support
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://de.wikipedia.org/wiki/Support_%28Dienstleistung%29
Der Second-Level-Support unterstützt den First-Level-Support, sowohl durch Weiterbildung am Arbeitsplatz (engl.: training-on-the-job) als auch durch Übernahme komplexerer Anfragen. Neu erarbeitete Lösungen werden in Wissensdatenbanken eingepflegt, um das Wissen für den First-Level-Support nutzbar zu machen.
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