What Are Tiers in IT Support?
It’s safe to assume that even if you don’t run a high-tech startup, your company still has substantial IT needs. Most companies run at least some facets of their business digitally (think apps, websites, etc.) That’s where your company’s IT support center comes in. However, IT service is a massive industry and can be as complex as tech itself. This is why experts have broken it down into tiers.
The IT support tier system is broken down into three primary sections: 1, 2 and 3. These tiers determine what type of service will be offered depending on the needs of the client or customer calling your contact center. In some cases, an agent might escalate (or even sometimes de-escalate) an issue to another tier to reach resolution.
The Tiers of IT Support
What are the main tiers of IT support?
Tier 1 IT Support
Tier 1 IT support refers to cases where basic customer assistance is needed. Tier 1 IT cases can be handled by agents who aren’t necessarily specialized tech experts. Rather, Tier 1 agents are customer service professionals and work mainly with personalized scripts.
If a Tier 1 agent is unable to reach a resolution, they will escalate the call to the next tier.
Tier 2 IT Support
Tier 2 IT support is more specialized and specific to the technological needs of your brand. This type of service will feature specialized agents who have trained extensively on the tech support details of your company and product(s). They will be able to offer individualized, expert support to your customers. However, in some cases, they still may not be able to reach resolution. In that case, they will escalate to Tier 3.
Tier 3 IT Support
This tier features highly skilled and knowledgeable support from professional technicians. In fact, Tier 3 IT support often calls on the firsthand knowledge of the masterminds behind your product, such as engineers and developers. They know the tech side of your service or product better than anyone else and are usually able to resolve the issue.
Tier 4 Support
In the unlikely case that Tier 3 support doesn’t reach full resolution, it is often due to an external issue. In these cases, it is possible to escalate to Tier 4, where outside services or companies will need to be contacted.
Some IT centers also include “Tier 0” in their list. That refers to “self-support,” which can be carried out without live agent services—like web searches, internet forums and FAQ pages.
The Benefits of an IT Help Desk
What are some of the biggest reasons to outsource an IT help desk for your company?
- Open availability. Tech is a 24/7 industry. After all, your customers can and do use your products every day and at all hours. When they experience a technical malfunction, they need a knowledgeable professional to help them resolve it. Without this support, a small malfunction can quickly turn into a crisis. In these cases, it’s not possible to wait until normal business hours to receive support and reach resolution. An outsourced help desk is available 24 hours a day, 7 days a week, 365 days a year.
- More efficient team. By outsourcing an IT help desk, you can provide all the reassurance and support your customers need without stretching your existing team too thinly. After all, you hired them for specific skills completely unrelated to tech support and customer service. Let them focus on their actual jobs—it will make a massive overall difference. After all, a happy, satisfied team performs much better than an overworked one.
- Happier customers. If you’ve ever had your day ruined by a malfunctioning product or unexplained tech issue, you know what a lifeline your IT help desk can be for your customers. When they experience a technical issue, they need dedicated support immediately—and your help desk will provide just that. When they experience care and efficiency from your support team, they’ll reach a resolution faster. That will help them walk away satisfied, even if their day began with a dramatic tech issue!
What IT Support Tier Is Your Match?
Not sure which IT support tier is best for your business? It’s time to have a conversation with the pros. Get in touch with the TeleDirect team today at (800) 776-1081 for a detailed conversation about your company’s unique IT support and other call center needs. We’ll help you decide which tiers are most appropriate for your support center and can provide a complimentary full quote for our services. Plus, we provide several other important call center services which may benefit your company, such as inbound and outbound live agents to reservation booking, KPI tracking and data security. Call us today—we love a good phone call and can’t wait to help your business boom.
Smitha is the CEO and CFO of TeleDirect. As the CEO of TeleDirect, Smitha is responsible for running all facets of the business and has a proven executive management track record. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. With more than 15 years of experience in business, finance and accounting, Smitha is also responsible for implementing financial controls and processes. She is also responsible for organizational improvements and streamlining business operations that drive growth, increase efficiency, and bottom-line profit.