No two managed IT providers are alike, and the most reputable services always offer multi-tiered support that’s customizable to your specific technology requirements. With so many IT supplier options available, understanding the various levels of IT support can be challenging. In this article, we’ll underscore a few ways you can leverage the different tiers of IT support to improve areas like help desk services and routine system maintenance.
What is multi-tiered IT support?
While IT support levels often vary from provider to provider, the service tiers are typically defined by numbers. A managed service provider may offer 3 tiers of IT support, for example, identified by tiers 1 through 3. As previously stated, each company has a unique way of illustrating the range of support levels they offer according to staff size and the specialized services provided.
Most IT service suppliers have at least three levels of support, which could be more, or less, depending on the subscription package. In terms of the most commonly selected services, most businesses opt for tier 2-level support. That’s because these second-level packages are usually sufficient enough to fulfill all their additional IT requirements.
What are the IT support tiers, and how are they defined?
The managed service provider’s responsibility levels outline and distinguish each support tier. In general, IT support tiers are defined as follows:
- Tier 1: Support at this level usually includes basic help desk services like password resets along with other routine maintenance and end-user issues that tend to bog down the typical in-house IT department.
- Tier 2: At the second level, the IT provider takes its degree of support significantly beyond the first tier. Tier 2 includes all the services offered in tier 1 while handling more complex escalations that fall outside the scope of first-level support.
- Tier 3: For most managed services, tier 3 is the highest level of support offered. When you opt for tier 3 IT services, you can expect access to superior resources, including experienced product developers and full-stack software engineers. Third-level IT support incorporates personnel who can help drive significant organizational change by resolving inherently flawed design issues and reengineering company software to improve operational efficiency.
- Tier 4: Some managed IT services offer a fourth tier of support that draws from specialized third-party resources for products and components they don’t directly supply. This level of support is customizable and varies, depending on the managed provider and its external partnerships.
How tier 1 support improves your help desk services
While most businesses take advantage of tier 2 IT support, first-tiered services expedite the resolution of your most common help desk issues. If your company struggles with closing routine IT tickets on the first call, this is one clear indicator that you would benefit from tier 1 support services. The managed service providers can fill in the gaps, so your skilled in-house personnel can keep their focus on the more complex issues that drive company growth and revenue.
Choosing a managed service with a multi-tiered support
Selecting an MSP that offers multiple support levels is more challenging than choosing a comprehensive package that handles all your IT requirements. The vetting process foremost requires a clear understanding of the service provider’s support tiers and the skills gaps of your existing staff.
If your internal technology department is capable of handling complex issues, you are unlikely to require third or fourth-level IT support. If you do need to onboard more experienced technicians, you must decide whether or not tier 2 IT support is enough to facilitate your complicated IT projects.
You should examine your help desk call volume, as well, before deciding on tiered IT services. Are you opening a lot of tickets? And how quickly are they resolved? If your in-house team constantly finds itself backlogged with routine issues like password resets and new workstation setups, you will undoubtedly benefit from a tier 1 IT support solution.
While most companies go with second-tier services, keep in mind that too many tiers of support can complicate your in-house processes. Outsourced help desk services are increasingly popular because, at the first tier, the additional assistance is, by and large, the most affordable alternative to facilitating around-the-clock coverage onsite with internal hires.
Partner with PCH Technologies for your tiered IT support
Businesses are opting for tiered IT support solutions in increasing numbers to bolster productivity and bring more velocity to their reaction times. Multi-tiered IT services are vital to sustaining continuous operations and thwarting downtime. They also help your internal IT staff members focus on the revenue-generating activities you initially hired them to manage.
Find out more about how multi-tiered services from PCH technologies increase customer satisfaction and help you resolve common help desk issues quicker by requesting your obligation-free discovery call online or dialing (856) 754-7500 now.