• Facebook
  • LinkedIn
  • Twitter
  • Support Ticket
  • Client Portal
  • Remote Screen Login
  • 952-925-2583
Blue Net
  • Managed IT
    • IT Support
      • IT Help Desk
    • Cloud
      • Cloud Migration
      • Private Cloud Hosting
    • Network
      • Network Monitoring
      • Network Design
    • Cybersecurity
      • Security Assessment
      • Remote Workstation Management
  • Business Solutions
    • SharePoint
      • Sharepoint Health Check
      • Sharepoint Products
    • Microsoft 365 Development
    • Microsoft Teams
    • Software Development Services
    • Office 365 Value Sessions
  • Support
    • On-Site IT Support
    • Client Portal
    • Create Ticket
    • Training & Tutorials
    • FAQ
    • Service Status
    • Remote Screen Login
  • News/Events
    • Solution Briefings
    • Blog
  • About
    • Customer Success
    • Careers
  • Contact
  • Menu Menu

What Is Tier 1 IT Support?

Many managed service providers (MSP) often receive questions related to the way they approach IT support. Since technical support is a core attribute of an MSP, it’s no surprise this tends to be a central point of interest. The truth is that every MSP operates in their own preferred way, offering services they are confident in providing. As a result, the technical support model one MSP offers may differ from their competitor. For example, some IT providers have a multi-tiered help desk solution.

What Is Tier 1 IT Support?

Before going any further, let’s take some time to clarify what help desk services are and the role they play. An MSP’s IT helpline is a service where IT specialists provide support to users. Usually focusing on a singular issue, the purpose of IT support is to quickly resolve technical problems with devices or services. Given how important IT is to most business operations and the frequency at which problems can arise, help desk services are an invaluable tool.

Depending on the vendor you’re working with, an IT support team may be divided into “tiers” or “support levels.” These tiers are typically identified by numbers: Tier 0, Tier 1, Tier 2, and so on. How these tiers are organized can differ based on the size of the team. However, the main factor that distinguishes one tier from another is the technician’s expertise level. 

It’s also important to point out that the number of tiers can differ between providers. However, most vendors offer up to Tier 3. The naming of these tiers can also change depending on the company you’ve partnered with.

Level 1 Support vs. Level 2 Support

Regardless of the tier, all IT support is meant to help your organization continue to run smoothly. However, each tier can determine the kind of help you receive. Tier 0 is not actually considered to be part of a support team’s service—rather, it refers to whatever you have done to try and fix your problem. On the opposite end of the spectrum is Tier 3, which is the highest level of service.

For this section, we’re going to focus mainly on the differences between Tier 1 and Tier 2 support. Tier 1 is basic service level support. The role of a Tier 1 IT specialist is to get information from you and identify the issue you’re experiencing. If the problem is simple—like if you need to reset your password—the technician helps right then and there. 

The initial gathering of information from the Tier 1 help desk is important because it helps save time. If the problem you’re experiencing is too complex, the Tier 1 technician won’t waste time trying to resolve the issue. Instead, the Tier 1 technician escalates the case to Tier 2. The support staff members who are a part of this tier have more extensive knowledge and experience in dealing with complex IT issues. A Tier 2 technician is also more likely to use remote control tools to temporarily gain full control over your system.

Some MSPs modify this template according to the number of resources they have and their support philosophy. For example, a service provider may choose to merge their Tier 1 and Tier 2 functions. Or they may combine their Tier 2 and Tier 3 teams, with the only difference being the time it takes for a case to be closed.

The Benefits of a Tiered Approach

When IT support is separated into different levels, it can provide a few benefits such as:

  • Quick Fixes: When you have a problem, it is immediately given to the most appropriate service level. As a result, most common and routine issues are resolved on the first call.
  • Specialization: Higher-skilled personnel aren’t bogged down by simple tasks. They can focus on more complex issues that may require more time and concentration.
  • Efficiency: Problems are handed out respectively with their technical difficulty. This allows for resources to be allocated more efficiently.
  • Defined Responsibility: The IT tiers of support have well-defined areas of responsibility. This means there’s no confusion on who should handle what case.

How Blue Net Does IT Support in Minneapolis

Blue Net’s capable IT experts are ready to provide professional assistance to businesses with our Twin Cities area Managed Services. We believe in taking a personal approach to IT support. This means when you contact us, there’s always a human—not a bot—on the other side. Not only are we a Microsoft Gold Partner, but our entire team is highly experienced in all matters of IT. As a result, most of the time, your issue can be solved by the first person you talk to.

Get the Support You Need

If you need IT assistance, there’s no better choice than Blue Net. Founded in 2009, we have been delivering first-class, client-focused managed services and support to businesses in the Twin Cities area. When you call our office, expect efficient help from one of our capable experts. We go out of our way to provide quick and reliable support you can count on. 

Reach out to us if you would like to learn more about how Blue Net can enhance your business.

Pages

  • About
  • Areas We Serve
  • Blog
  • BlueAssure Fully Managed IT Solutions
  • Business Solutions Development
  • Careers
  • Client Portal
  • Cloud Migration
  • Cloud Services
  • Contact
  • Contact Thank You
  • Create a Ticket Thank You
  • Create Ticket
  • Customer Success
  • Employee Application Thank You
  • FAQ
  • Homepage
  • IT Help Desk
  • Managed Cybersecurity Services for the Twin Cities
  • Managed IT Services Minneapolis
  • Managed IT Support Services
  • Managed Service Provider Minneapolis
  • Microsoft 365 Development
  • Microsoft Teams
  • Migrate MS Access to Azure
  • Minneapolis Remote Workstation Management
  • Network
  • Network Design
  • Network Monitoring
  • News/Events
  • Office 365 Value Sessions
  • On-Site IT Support
  • Out Of Scope
  • Privacy Policy
  • Private Cloud Hosting
  • Remote Screen Login
  • Security Assessment
  • Service Status
  • Services
  • SharePoint
  • Sharepoint Health Check
  • Sharepoint Products
  • Sitewide Thank You
  • Software Development Services
  • Solution Briefings
  • Support
  • testing table
  • The Blue Net Team
  • Training & Tutorials

Categories

  • Business Solutions
  • Cloud
  • Cybersecurity
  • Managed IT
  • Microsoft Teams
  • Office 365
  • SharePoint

Archive

  • June 2022
  • May 2022
  • March 2022
  • February 2022
  • January 2022
  • December 2021
  • September 2021
  • June 2021
  • May 2021
  • April 2021
  • March 2021
  • January 2021
  • December 2020
  • November 2020
  • October 2020
  • September 2020
  • July 2020
  • June 2020
  • May 2020
  • March 2020
  • December 2019
  • April 2018

Contact

2915 Waters Rd # 105, Eagan, MN 55121

Phone: 952-925-2583

Click To Email

Navigation

Managed IT Services

IT Support

News/Events

About

Contact

About Us

Blue Net is your strategic technology partner delivering first-class, client-focused services and support. Our team stays on top of the latest technology and business trends to help companies meet and exceed their IT needs.

Website by Abstrakt Marketing Group © 2022
  • Facebook
  • Twitter
  • LinkedIn
  • Sitemap
  • Privacy Policy
What You Should Do Before Switching Managed Service Providers Small Business IT Support for Minneapolis
Scroll to top