What is escalation in helpdesk?
What is escalation in helpdesk? Escalation in helpdesk refers to the process of transferring a support ticket or issue to […]
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What is a service request?
What is a service request? A service request in IT support refers to a formal request from a user for
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What is an incident in IT support?
What is an incident in IT support? An incident in IT support refers to any unplanned interruption to an IT
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What is First Call Resolution?
What is First Call Resolution? First Call Resolution (FCR) is a key support metric that measures whether a user’s issue
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What is SLA in helpdesk?
What is SLA in helpdesk? A Service Level Agreement (SLA) in helpdesk is a formal, predefined agreement that outlines the
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What is a support ticket?
What is a support ticket? A support ticket is a formal record of a user’s request for help, issue report,
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What is a ticketing system?
What is a ticketing system? A ticketing system is a software solution used to log, manage, track, and resolve support
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What is L3 Support?
What is L3 Support? L3 Support, or Level 3 Support, is the highest tier of technical assistance in an IT
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What is L2 Support?
What is L2 Support? L2 Support, or Level 2 Support, refers to the second tier in a multi-level IT support
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What is L1 Support?
What is L1 Support? Learn how first-level IT support helps resolve basic technical issues, improves response time, and enhances the overall helpdesk experience.