Your clients and employees require appropriate level of desk support for basic IT and computer issues. It improves work efficiency and supports smooth workflow.
When you talk with potential clients they will often ask about how your help desk tiers work. They are important for smooth operation of your business. Usually the help desk is structured in various levels called tiers.
What are Tier Help Desks?
You may already know this but there are different levels of help desks. As you go up in the tier level the technician you will be working with gets more experienced with more knowledge. They correspond to the severity of your issue. Even if you already know that you need to talk to a tier 3 technician, you cannot get to them directly. You will have to pass through tier 1 and 2 technicians first. When they agree that they cannot help you, only then can you acquire help from a tier 3 technician.
What is Tier 1 Help Desk?
The technicians at tier 1 help desk are responsible for solving basic computer issues of the clients and employees. They talk with the customer and find out all the necessary information and the problem they are facing. The technician records and enters this information in the logging system. Then the technician identifies the problem and goes through the possible solutions. In many industries, tier 1 help desk technicians usually work form a call center that operates for long hours.
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Benefits of Tier 1 Help Desk
Quick Help
The technicians at tier 1 help desk can ramp up your business via simple phone call. In a matter of seconds, your employees and clients will have the help they need. Your other IT professionals won’t have to deal with easy-to-fix problems. Taking calls and listening to small problems and then fixing them is a waste of their skills. Tier 1 technicians can instead take the calls, identify the problems and then get the appropriate help.
Knowledge and Support
Help desk is a specialized field. Many IT professionals do not understand it. They have proper customer service training, which is required for resolution of problems. Other important employees can tend to their jobs instead of wasting time on taking calls and solving petty problems.
Save Time
The tier 1 help desk talks with the affected clients and employees and quickly identifies their issues. They are trained to do that. They will quickly log-in to the system, pin-point the problem, fix it and be back in a matter of minutes. They will be back to their job much more quickly and also get positive feedback from the affected persons.
Conclusion
Many people may not think of tier 1 help desk technician as the most important employees of their company but they play important part in helping you run things smoothly. They reduce the IT burden on your employees and help them save time to do the job that they are supposed to do. Well trained and skilled tier 1 technicians can contribute to the success of your business.