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Cape Girardeau Career CenterCISCO Networking AcademyBill Link, Instructor
1. List and DESCRIBE the three levels of customer support:
Level 1 In this level immediate support handled b !unior"level help des#
technicians. $his is the initial support level responsible for basic customer
issues. It is snonmous %ith first"line support& level 1 support& front"end
support& support line 1& and various other headin's denotin' basic level
technical support functions.
Level ( " )andles calls that are escalated to more e*perienced telephone
support. $his is a more in"depth technical support level than $ier I containin'
e*perienced and more #no%led'eable personnel on a particular product or
service. It is snonmous %ith level ( support& support line (& administrative
level support& and various other headin's denotin' advanced technical
troubleshootin' and analsis methods.
Level + " Is for calls that cannot be resolved b phone support and re,uire a
visit b an on"site technician. $his is the hi'hest level of support in a three"
tiered technical support model responsible for handlin' the most difficult or
advanced problems. It is snonmous %ith level + support& bac#"end
support& support line +& hi'h"end support& and various other headin's
denotin' e*pert level troubleshootin' and analsis methods.
(. List the support responsibilities of the Level 1 Support $echnician:
Dia'nose basic net%or# connectivit issues.
Dia'nose and document the smptoms of hard%are& soft%are and sstem
problems.
Resolve and customer complete online order forms to attain various
sstems& services& hard%are& soft%are& reports and entitlements.
Escalate unresolved issues to the ne*t level.
3. List the support responsibilities of the Level ( Support $echnician: