The well-crafted Service Desk Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Desk …
Helpdesk Tier 1, 2, 3 Support
Let’s see what Helpdesk Tier 1, 2, 3 Support is. The pricing for Helpdesk Tier 1, 2, 3 Support is determined by putting together; they need to determine your minimum monthly call volume. If you already know how many calls you take on a monthly basis, they can use that figure. If you are not sure, you can use the Pilot Program to determine your monthly call volume in every Helpdesk Tier 1, 2, 3 Support program.
Here’s a simple rule-of-thumb you should use when considering your monthly call volume in Helpdesk Tier 1, 2, 3 Support:
- The higher the monthly call volume commitment, the lower the price per call.
- The lower the monthly call volume commitment, the higher price per call.
- 2. Determine Level Of Support
The help desk industry divides support into three tiers – Helpdesk Tier 1, 2, 3 Support. The most sought after level of support is Tier 1 or a combination of Tier 1 and Tier 2. Mostly the help desk blends Tier 1 and 2 together to make it easier for you and your users. Tier 3 support tends to be for those companies that have limited IT staff or have a need for specific network administration support in every Helpdesk Tier 1, 2, 3 Support company.
Tier 1 Support of Helpdesk Tier 1, 2, 3 Support: Tier 1 provides basic application software and/or hardware support to callers. Pricing is on a per call basis.
Tier 2 Support of Helpdesk Tier 1, 2, 3 Support: Tier 2 provides more complex support on application software and/or hardware and is usually an escalation of the call from Tier 1. Pricing is on a per call basis.
Tier 3 Support of Helpdesk Tier 1, 2, 3 Support: Tier 3 provides support on complex hardware and operating system software and usually involves certified systems engineers. Call lengths on Tier 3 vary widely depending upon the type of incident. Pricing is either on a per incident basis or hourly basis.
Determine Hours of Coverage from Helpdesk Tier 1, 2, 3 Support services. The key question for you here is whether your hours of support coverage are typical business hours Monday through Friday, or do you need something like 5×24 or 7×24 supports. There are typically premiums associated with 5×24 or 7×24 support in Helpdesk Tier 1, 2, 3 Support