- A first level made up of qualified personnel, with certified technicians in different ICT technological specialties. Which are prepared to answer and solve the most frequently asked questions, that is, those that belong to the FAQs (frequently asked questions) included in our knowledge base.
- And a second level and higher Help-Desk levels, made up of qualified engineers who handle the most difficult calls and which could not be resolved by the first level. This function can be carried out even in person at the client's place if necessary.
What is the Help Desk? Operation of the first level Support:
The process or operation of the first level support service - Help Desk would be as follows:
- The user reports his problem through one of the access channels such as telephone number, website, portal, email service or online chat.
- Our first-level support issues a ticket that contains the details of the problem.
- The first level analyzes the problem and tries to solve it. If so, the ticket is closed and updated with the documentation for the solution. This allows other service technicians to have a reference.
- If the problem needs to be escalated, it will be referred to the second level.
- Finally, the second level will analyze and solve the problem by closing the corresponding ticket and updating it with the solution documentation to allow other service technicians to have a reference.
More info: help desk job description
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