First level support

What is First Level Support?

First Level Support is the first point of contact for users with IT problems or technical queries. The support team deals with basic requests such as password resets, printer problems or network connection problems and tries to resolve them quickly. More complex problems that cannot be resolved immediately are forwarded to second level support.

Advantages and tasks

First level support improves user satisfaction by providing quick and uncomplicated solutions. It relieves IT experts so that they can concentrate on more demanding tasks. Typical tasks include error recording, error classification and the forwarding of detailed problem reports to the next higher support level.