2nd Level Support Outsourcing
The 2nd level support takes over and processes tickets that cannot be solved within the 1st level support. At Workplace, 2nd level support consists of specialists with advanced know-how in IT processes as well as in IT technology. Among them, especially in the areas of:
2nd Level Support Outsourcing
The 2nd level support takes over and processes tickets that cannot be solved within the 1st level support. At CosH, 2nd level support consists of Specialists with extended know-how in IT processes as well as in IT technology. Among them, especially in the areas of:
2nd Level Support Outsourcing
The 2nd level support takes over and processes tickets that cannot be solved within the 1st level support. At CosH, 2nd level support consists of Specialists with extended know-how in IT processes as well as in IT technology. Among them, especially in the areas of:
This is what our Workplace Team does for you in 2nd Level Support
- Execute major changes and coordinate and communicate accordingly with 3rd level support. The 3rd level support is located at the manufacturer (e.g. Microsoft, Lenovo etc.).
- If there is a problem that the 1st level support could not solve within one hour using the knowledge base, the 1st level support passes the problem to the 2nd level support.
- Within the 2nd level support there are different departments. The 2nd level support has access to the clients and server environment of the customer in which he is deployed.
- If there are questions or problems with the solution of a ticket, the manufacturer is included in the processing. The communication with the manufacturer as well as the problem solving is done by the 2nd level support.
- In case of issues of high complexity and failure to solve the problem, there is a possibility to integrate problem management into the 2nd level support. This involves bringing in specialist personnel with in-depth IT knowledge to achieve the best possible quality of service and leave the function of IT operations largely undisturbed.
What are the advantages of 2nd level support outsourcing?
