I work at a help desk that assists its member with a varied scope of issues. Recently a discussion of setting up a Tier (Tier 1/2/3) system was floated around, and it has created a lot of confusion.
We assist member with overall HW support including peripherals like printers, PDA?s, scanners and just about anything normal people will connect to a computer, or place withing a computer (video, sound, PSU). We also support all Windows desktop OS?s (exc. 95 & Server Editions), we assist with all issues in Internet Explorer 6 & 7, and all versions of Office. We will even assist in completing mail merges, and Power Point presentations. We will assist with setting up workgroups to share files, printer, etc. We are basically a one stop shop to correct anything that might be wrong with our member?s computers, honestly what ever it is. We have a java based remote software that allows us access into our members computers. We also provide support of a couple of web based inhouse programs that our members use.
The confusion stems from the definition of what falls under the different tiers. Where does Tier 1 support stop and Tier 2 begin? What is the typical difference in the scope of functions? Where would correcting a registry error fall? I have not been able to find any description of where the line is drawn. Help, please, before we start smacking each other around.
We assist member with overall HW support including peripherals like printers, PDA?s, scanners and just about anything normal people will connect to a computer, or place withing a computer (video, sound, PSU). We also support all Windows desktop OS?s (exc. 95 & Server Editions), we assist with all issues in Internet Explorer 6 & 7, and all versions of Office. We will even assist in completing mail merges, and Power Point presentations. We will assist with setting up workgroups to share files, printer, etc. We are basically a one stop shop to correct anything that might be wrong with our member?s computers, honestly what ever it is. We have a java based remote software that allows us access into our members computers. We also provide support of a couple of web based inhouse programs that our members use.
The confusion stems from the definition of what falls under the different tiers. Where does Tier 1 support stop and Tier 2 begin? What is the typical difference in the scope of functions? Where would correcting a registry error fall? I have not been able to find any description of where the line is drawn. Help, please, before we start smacking each other around.