Depending on the sizes and structure of the company, the support service will also differ. However, at the heart of the organization of any service or technical support, there are always several basic principles. First of all check the definition to make sure you know the basic notions.
Users are the staff of the company who can ask service of technical support the questions on operation of computers and the software. All requests of users are registered by the operator of the support service.
Operators of the first line are the staff of support service registering addresses of users. The operator of the first line moderately of the competence can independently cope with the request of the user or transfer him for further work to other IT specialist. As the main objective of the operator of the first line is to accept requests of the user, he cannot be the qualified IT specialist. In order that the operator could work effectively with standard requests of users enough to prepare the corresponding step-by-step scenarios.
Operators of the second line are the technical support specialists and other IT services of the company who is responsible for work of separate IT services. In most cases, these the experts don’t interact with users directly anymore. Users are the staff of the company who can ask service of technical support the questions on operation of computers and the software. All requests of users are registered by the operator of the support service.
The first line of support is usually centralized even in the large companies. The experts on the second line can beat each office of the large company. Anyway, all tickets of users pass along the same route from the operator of the first line, to the operator of the second line. it is that ideal to which it is worth aspiring in process of growth of IT service and development of processes in the company. Technical support specialists will seek to close each address of users to the terms specified in the agreement on the service level.
The detailed description of the best the practician of the organization of support service is given in one of the books of ITIL library. In practice in most of the companies all processes and methods described in ITIL aren’t used, however, it is that ideal to which it is worth aspiring in process of growth of IT service and development of processes in the company.
In the software for automation of support services, all necessary logic and processes are put. Use of such decisions allows without deepening in the theory and long adaptation of processes to conditions of the company, to construct effectively working support service.