Find out more about the differences between first-line and third-line IT support and how outsourcing can save your business time and money.
Technical setbacks are one of the biggest pain points for any business. One minute your team is working efficiently, the next they’re unable to access vital systems or complete any of their tasks.. IT support is a business necessity, but who do you call upon for each specific issue?
We’re here to answer the common questions: what are the differences between first-line and third-line IT support? And why should I consider help from an outsourcing company?
This refers to basic level IT response, providing solutions for general and minor issues. 1st line issues are usually answered as standard by a service desk, such as a password reset or printer configuration. Therefore, solutions are generally delivered remotely, via a telephone call centre or internet chat.
If your business relies on technology to complete necessary tasks, then first-line support will be an essential investment. Having dedicated support in place not only ensures minimal business downtime, but will also give you peace of mind.
If technical problems can’t be solved by the first-line team, they can be escalated to the second. This level of support may encompass onsite or remote assistance. The issues that fall under this remit require more specific and specialist knowledge. Tasks vary, including anything from setting up a projector to enabling network access for new devices, or data correction.
For those technical problems that can’t be solved by second-line support, third-line teams can provide specialist help. 3rd line support engineers will have specific expertise, backed up by accredited qualifications in a certain area of technology. They may offer on-site assistance, particularly for issues with hardware; although sometimes it can be more efficient to respond remotely.
For second- and third-line support, outsourcing can be particularly valuable. Hiring a support engineer to join your in-house team can be costly, particularly if you don’t require this standard of expertise very often. An in-house IT technician’s salary is around four times more expensive that the average spend on call-outs. Therefore, outsourcing to a dedicated technical support supplier will allow your business to funnel available funds into other operations.
Dedicated external providers are more likely to bring a wealth of experience, meaning they are better equipped to help with problems. Trying to get your existing IT team to deal with second- and third-line response queries may not work. If they don’t have the necessary knowledge or experience, it could take up significant time. Outsourcing allows for issues to be resolved faster, and your team can work on other, more important projects.
Linten can assist with your second- and third-line support needs. We can improve efficiency when fixing technical abnormalities, thanks to our expertise and experience. We are Nominet members and Microsoft Partners, with 20 years’ proven experience delivering award-winning IT solutions. We can either form an outsourced IT department, or work in tandem with your internal IT team. Collaborating with Linten can help your first-line tech engineers to respond, in case certain issues recur.
Our proactive support services focus on preventing issues, as well as resolving them. We can monitor networks and equipment, to ensure maximum productivity and to avoid any future problems before they arise.
We don’t only provide outstanding support, we also tailor it to your specific requirements.
To find out the services we can offer your business, get in touch with our team today.