Second Level Support

Valuemation Business View: Second Level Support

Second-Line Support of Incident Management is a role generally composed of the staff with greater technical skills than those of First-Line. They should have enough time on their hands to devote themselves to incident diagnosis and resolution. Second-Line Support will pay a visit to the end user if required, something that Service Desk staff can’t do.

One common example, which I believe anyone in IT support can relate to, is fixing or setting up a projector in a conference room(s), or providing enough cables and enabling network access for all computers in a conference room. The Service Desk, in this situation, can’t help remotely – you wouldn’t send someone from the Service Desk to do it, as at some point you wouldn’t have any Service Desk personnel left to answer the phone / e-mail and provide the first level of support.