ITS - IT Delivery Services
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Revisión del 15:01 2 feb 2016 de Jriveira (discusión | contribuciones)
Niveles de Servicio
NIVEL 1: Soporte de Usuario / Mesa de Ayuda
group is the first line of support and is generally receiving customers calls first.
They perform triage, solving straightforward problems themselves (possibly using some kind of knowledge management tool) and pass the rest onto Tier 2. In some rare cases, they may escalate directly to Tier 3. Workers in this group are marginally skilled with little technical training. This support level is often outsourced because the skills necessary to do the job effectively are not as directly tied to the specific products and services being offered as they are for the other tiers.
