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What’s the difference between L1 & L2 Help Desk Services?

According to a report from Unisys Corp, about 49% of employees report that they lose between one and five hours of productivity each week while dealing with IT issues. This loss highlights the importance of IT support, as it costs a company valuable resources in the form of employee attitude and performance.

To address this issue, you can contract a help desk service that stands as the first point of contact for employees (or customers) in need of technical support. Call centers train their representatives to handle these calls efficiently, often segmenting their help desk services into different tiers of support. These tiers organize agents by skill level: the lower the tier, the more basic the help desk service. This segmentation not only facilitates efficient call handling and performance metrics tracking, but also provides a clear path for escalation when more advanced help is needed.

At AnswerNet, our highly-trained technicians are organized into two tiers of support: L1 and L2.

L1 Help Desk Services: The Frontline of Support

L1 technicians act as the initial point of contact for customers facing technical challenges or seeking assistance. These technicians manage new tickets with automated replies and utilize knowledge bases (KBs) to achieve resolution on the first call whenever possible. They handle tasks ranging from simple to intermediate, such as account setup, software installation, and connectivity support. L1 support is crucial because seemingly insignificant technical issues, such as needing to restart a computer or reset a forgotten password, comprise the majority of issues faced by employees. When issues exceed their expertise, L1 technicians escalate these calls to L2 technicians according to standard operating procedures (SOPs).

L2 Help Desk Services: The Technical Generalists

L2 technicians take over calls escalated from L1. They address more complex issues related to hardware, software, operating systems, and networking devices. L2 support delves into resolving connectivity problems and can involve off-script troubleshooting, including remote system access to address issues beyond the initial help desk resources. The efficiency of L2 support is key, as employees lose roughly three hours a week to technical issues, costing employers an estimated annual average of roughly $4,000 per employee.

AnswerNet’s Approach

At AnswerNet, we go beyond merely training agents; we employ skilled technicians who also understand the emotional nuances of IT support. Our technicians are not just problem solvers; they are empathetic guides who ensure that every interaction leaves the customer feeling valued and understood. This approach is key to reducing the friction and anxiety associated with technical issues, making the help desk experience productive and supportive.

Explore AnswerNet’s Help Desk Solutions

If you’re seeking a help desk solution that transcends traditional support models, consider AnswerNet HelpDesk Services. Our blend of skilled technicians, empathetic customer service, and innovative problem-solving ensures your IT support is not just efficient but genuinely customer-centric.

Contact us to discuss how we can customize our help desk services to drive your organization’s success, factoring in the cost of lost productivity due to technical issues.

For more information and to request a quote from AnswerNet, click here.