This is what characterizes good 1st level support!
In today’s fast-paced business world, reliable first level support is crucial for the smooth operation of companies. But what makes a good first level support? In this blog post, we will focus on five crucial aspects: the quick close rate, the availability rate, the benefits of multi-channel support, the importance of proactive support and the importance of the employee skill sets.
1. Quick Close Rate: Efficient problem solving in record time
A good first level support is characterized by a high quick close rate. This means that support requests and problems are processed and resolved quickly. Employees should be able to identify technical difficulties quickly and offer efficient solutions. This not only minimizes downtime, but also increases the productivity of the entire organization.
2. availability rate: always being there for customers
Excellent 1st level support is always available. The availability rate measures how well the support team is able to answer and process calls, emails or tickets promptly. Support that is available around the clock not only offers security for users, but also strengthens confidence in the company’s IT infrastructure.
3. Multi-Channel Support: flexibility and diversity in customer communication
Modern companies operate in a variety of communication channels. High-class first level support adapts to this reality and offers multi-channel support. This means that customers can receive support not only via the ticket system, but also by email, chat or telephone. This flexibility not only improves employee satisfaction, but also enables efficient communication that meets the individual needs of users. For example, if the user has the problem that they can no longer log into their device, then support via email or ticket system would not be possible. For reasons like these, multi-channel support is so important for companies that want to minimize their downtime.
4. Proactive support: solving problems before they occur
Excellent 1st level support goes beyond reactive measures and acts proactively. The team should be able to identify potential problems early and resolve them before they become major challenges. This not only helps to minimize downtime, but also to optimize the overall performance of the IT infrastructure.
5. Importance of skill sets: Qualified and versatile employees
Good 1st level support is characterized by qualified employees with versatile skill sets. The team should not only be technically adept, but also have strong communication and problem-solving skills. This ensures effective communication with end users and helps to deal with complex problems efficiently.
Conclusion: The importance of outstanding First level IT support
In the world of information technology, good first level support is the backbone of any business. A high quick close rate, an excellent availability rate, professional support with a good skillset and flexible multi-channel support are crucial factors that set a support service apart from others. Organizations that invest in these key areas not only benefit from a smooth IT infrastructure, but also strengthen their competitive position in a digital world.
If you are looking for a reliable partner for your user helpdesk that puts these principles at the heart of its services, we are here to help. Contact us today to find out more about our customized IT support solutions. In addition to First level support, we also offer Second level and Third level support.
THE HWS GROUP has over 20 years of experience in First level support!
GlossarY: 1st Level Support
1st Level Support
As the first point of contact for users with IT problems, 1st level support is crucial for efficient problem solving. This is where basic problems are identified and resolved or escalated to higher support levels if required.
2nd Level Support
2nd Level Support offers in-depth support for more complex problems that cannot be solved by 1st Level Support. Specialized technicians are available to provide more detailed assistance and access to extended resources.
3rd Level Support
The highest level of support, 3rd level support, is responsible for highly complex problems that require in-depth specialist knowledge. Experts or developers are often deployed here to find solutions and, if necessary, make software adjustments.
Incident:
An incident is an unexpected event that affects the normal functioning of a system, application or service. Incidents are handled as part of the support process, starting with 1st level support.
Service Request:
Service requests are planned requests from users for IT services or resources. In contrast to incidents, they relate to predefined requests such as the creation of user accounts or software installations.
Ticketing-System:
A ticketing system is used to track, prioritize and manage support requests. Each support case is recorded as a ticket and runs through the support process, starting with 1st level support.
SLA (Service Level Agreement):
SLAs define the expected service levels and the scope of support between service providers and customers. For example, they specify how quickly support requests received by 1st level support must be processed.
Knowledge Base:
A knowledge base is a comprehensive collection of information, solutions and instructions. It serves as a resource for support staff when solving problems and is regularly updated with experience from 1st level support.
Remote Support:
Remote Support enables support technicians to diagnose and resolve problems via a remote connection. This allows problems to be addressed efficiently from 1st level support without the need for a physical visit.
Escalation (Eskalation):
Escalation occurs when a problem cannot be resolved within the defined time or by the relevant support level. In such cases, the problem is escalated to the next higher level to ensure a quick solution, starting with 1st level support.
