Level 1:
Helpdesk Telephone Support
About 10 mins of semi-technical person seeing if its something simple. Can you turn it off and on again or looking for errors.
Failing that they log a spiceworks ticket and pass to Level 2
Account unlocks and basic bits and bobs also go here.
Level 2:
Technician Level
Physical Visit/ Software Install / Hardware failure or miss configuration.
Level 3:
Sysadmin Level
Security Impact, Major issue affecting multiple users, server issues, site failures, networking problems (That are not the cable in the back of the PC)
We also have a 4th level which is out ICT manager. The above assumes there is a problem. Anything that is a change goes to management to authorise and then they pass the authorised ticket back to level 2-3 depending on its requirement.
TECH INFO 