Support Strategies: Mastering Help Desk Excellence

Every incident resolution in IT Service Management (ITSM) and DevOps starts with a problem. A customer (also known as a user) has a problem, and they need the IT team's help to resolve it.

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Help desk automation is one of the most effective ways to improve the service customers get from an organization's help desk.

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With technologies in every business now, Information Technology (IT) departments are tasked with providing support for those technologies. But with technologies come problems, and the reporting of those problems by users to IT usually come in the form of service requests, or "tickets".

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Knowledge base software is an essential component of an IT team's approach to managing Level 1, 2, and 3 support tickets.

A knowledge base is also the foundation for customer-centric self-serve platforms.

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Tier 4 IT Support, also known as Level 4 IT Support, is the highest level of support in the IT Service Management (ITSM) system.

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Tier 3 IT Support, also known as Level 3 IT Support, represents the highest level of internal technical support within an IT service management (ITSM) team.

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Tier 2 IT Support, also known as Level 2 IT Support, is a more advanced level that handles technical issues that cannot be resolved by Tier 1 agents.

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Tier 1, also known as Level 1, or the help desk tier, is the front-line of human agent support in an IT support organization.

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Tier 0, also known as Level 0, is the self-serve IT support level.

Self-serve (tier/level 0) is the front-line of ITSM support, and it should include FAQs, knowledge bases, online forums, and automated (AI-based, such as Chatbots) solutions.

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