In addition to all Tier I items, your Tier II super-team will offer… more. More services, more tools, more planning. Tier 2 help desk support Tiered support provides a comprehensive system for customer inquiries, allowing you to quickly and efficiently address each issue. With multiple support tiers and an established escalation path, you can instantly identify the most appropriate help desk tier for any request or problem. This helps to ensure that agents handle each query efficiently and promptly, providing customers with a better overall experience.

An intermittent connectivity problem was instantly identified and diagnosed to this reoccurring but unreproducible “cant save word documents” problem Requirements Traceability Matrix – RTM “Most help desk and support calls are resolved on the first call…. because often people just need someone to walk them through the steps to help them get the results they want.”