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.
Physical Visit/ Software Install / Hardware failure or miss configuration.
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.