First Level Support

Valuemation Business View: First Level Support

The First Level Support is the front line of the Service Desk. It filters Help Desk calls and provides basic support and troubleshooting.

Once end users contact the Service Desk, the First Level workers attempt to collect as much information and diagnostics about the incident as possible, and even resolves the issue on the spot, if possible. This will reduce resolution time for all minor incidents and first-contact resolutions consequently increase end user satisfaction.

In general, First-Line Support staff within ITIL Incident Management will be managed by the Service Desk Supervisor, who will also serve as the escalation point if needed. If the First Line Support is not able to resolve the incident right away, it will escalate the incident to Second Level Support.