A remote IT service desk service provider helps and supports customers to solve their software-related problems by providing technical support wherever they are. It allows the technical team to establish a quick and secure connection with remote devices and resolve the issue at the earliest.
L1, L2, and L3 are the levels at which the IT help desk remote service provider offers software support to clients. Categorizing the IT help desk management helps increase efficiency, reduces the time taken to resolve queries, and helps businesses make efficient and relevant use of the resources at their disposal. Before moving on to the challenges associated with L1, L2, and L3.
What Is L1 Support?
L1 stands for Level 1 and is also called First Line Support. The technical knowledge of the staff at this level is rudimentary. L1 teams communicate with clients via email, telephone, and chat to resolve fundamental problems that clients can easily tackle on their own by using the control panel (Plesk, cPanel, DirectAdmin, etc.).
They are usually the first contact point for clients when they face any problem. If the issue is complex and needs technical know-how, they advance the problem to the L2 and L3 teams. The technical issues resolved by the L1 support team mainly consist of tasks such as password reset and software checks. In case of a problem, they do basic troubleshooting, uninstalling, and reinstalling the software as per your requirement. The L1 team is also responsible for handling the pre-sale inquiry emails, support emails, and chats.
What Is L2 Support?
The L2 team of engineers is more advanced than the L1 concerning technical knowledge and experience. They can perform most of the technical tasks you would need to be able to troubleshoot. Due to the complexity of tasks they need to address, they require access to the server on the back panel, e.g., SSH, RDP, etc.
They also have the know-how to solve most of your technical issues and server problems without having to open your tickets. They can also prevent these problems from recurring in the future. The L2 team is your primary resource as it addresses and resolves most of the problems faced by customers. If the L2 team cannot fix the problem, it is transferred to the L3 team.
What Is L3 Support?
All tasks that cannot be solved at the L1 and L2 levels are escalated to the L3 team. The L3 support team is also responsible for developing solutions to new challenging situations and unknown ones. The support team comprises members who are Masters of System Administration and development, usually called DevOps Engineers.
The engineers in L3 positions are highly skilled and knowledgeable in their field and can solve almost any problem that arises on the server side. They can set up the IT infrastructure from scratch. After an in-depth investigation and analysis of the task and the problem you face, this team can evaluate and execute a suitable solution. They can also make changes to the code.
Key Challenges Associated with L1, L2, & L3 Support
Providing quality technical support is vital to maintaining a loyal and satisfied customer base, creating a brand, and increasing revenue. Here are some challenges associated with providing the L1, L2, and L3 support to clients: –
Hiring & Mobilizing Resources Fitting the Role
Mobilizing and hiring the people who fit the job profile is the first challenge for any IT help desk management company. Finding suitable candidates is a highly cumbersome task, and the other alternative is to find a reliable service provider to get the desired IT support for your business.
Providing 24×7 Support
Being available round the clock for your customers is critical. Maintaining the allowances and night shift workforce is costly and may not be possible or even commercially viable. It is expensive to keep the operations running 24×7, especially during the night when there are fewer callers.
Escalated Costs
There are a lot of hidden costs associated with an in-house IT help desk, both in terms of time and money and making logistical arrangements required by the support team. Outsourcing and employing a remote help desk team saves a lot of office space and investments associated with setting up an IT help desk.
Access to Experienced Resources & Expertise
An in-house IT help desk support restricts the level of expertise you can employ due to the team’s high cost and size. When you have a remote IT help desk, you have access to experienced resources and expertise without searching for the requisite set of qualified personnel extensively.
Assured Credibility of Resources
When you outsource your IT help desk management to a reliable agency, you don’t have to worry about the reliability and credibility of your remote resources. The qualifications, credibility, upskilling, etc., are the concern of your outsourcing partner.
Outsourcing your IT help desk management to a reputed partner like Atlas Systems answers all the above problems. They ensure efficient IT help desk management and 24×7 support to your company and your valuable customers.
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