Role
1st Level Support
ITIL Role model
Description
Description
In most cases, First-Level-Support consists of Service Desk employees.
The common Service Desk functions include:
- receiving calls, first-line Customer liaison,
- recording Incidents,
- forwarding of Service Requests to support groups,
- providing Customers/Users with information,
- monitoring and escalation procedures relative to the appropriate SLA,
- coordinating 2nd, 3rd Level Support groups,
- identifying Problems.