1st Level Support

A 1st level supporter:

• Is approachable for all questions or issues in his domain and locality

• Channels all requests between “his” users and the 2nd level supporter

• Invests at least 5 minutes to resolve a request but no more than 30 minutes

• Uses sources like Google, Youtube and specific locations which have been given to him when he was assigned as Supporter

• Forwards, then unresolved, requests to the designated 2nd level supporter

• Learns from solutions to requests he forwarded to 2nd level and thus becomes more effective himself

When passing on an issue to 2nd level support he aims to deliver all information needed. Especially:

• When (By doing what) did the issue occur

• How does the issue exactly present itself

• Information about the infrastructure (which phone, computer, software release, browser version release etc)

• Includes screenshots, photos, documents wherever helpful