The Ultimate Guide to Tier 1 Help Desk: Functions, Responsibilities, and Examples
The tier 1 help desk is one of the most essential aspects of effective IT support. Done well, it can engage with end-users, and act as a single point of contact for colleague faults, requests, feedback, and questions, as well as an escalation point to other services. Even though it's only the second layer in the 5 levels of IT support, all too often the tier 1 aspect of support is overworked and underappreciated. So it's time to change that!