Back to Basics: What is Tier 1 Support?

Tier 1 support, the most basic level of customer service, is a pillar that supports the whole system of support.

CanvasIT defines a Tier 1 support transaction as:

“a service request that is documentable with a repeatable result that can be solved and resolved in approximately ten minutes or less.”

In a typical support team, Tier 1 support is staffed by customer representatives with professional communication skills, tasked with solving issues within the ten minute time frame,using pre-scripted plans and documents that cover repetitive, frequent issues with known solutions.

Tier 1 support asks standard questions and log details, making them adept at recognizing and classifying issues. When necessary, they pass issues on to the next level, be it a more highly-trained team member or vendor support.

Professional Tier 1 Support

CanvasIT increases tier 1 efficacy by constantly updating the knowledge base and training personnel. Our employees are n good at customer service and have technical experience.

We pair our clients with specific support desk teams, resulting in better, more consistent relationships with our clients.

The Difference Between Tier 1 and Tier 2 Support

Tier 1 agents use probing questions to classify the problem. If the issue is within the tier 1 domain, it will be dealt with by the agent in place using step-by-step documentation covering the most common issues.

Although CanvasIT’s tier 1 agents can handle more than those of a typical IT firm, there will be times when issues need to be passed to someone on the tier 2 support team. These agents are technical specialists who can provide a deeper dive into more complex issues.

Our tier 2 agents have technical expertise with the nuts and bolts of the client’s system. They probe the issue with deeper questions, investigate without the use of a script, and make autonomous decisions to solve the issue independently.

What platforms and programs do CanvasIT support?

CanvasIT supports a broad range of default programs for Windows and Apple computers, including Office, Pages, and Adobe.

CanvasIT tailors its services on the clients’ needs, and current operating systems and programs. Cloud-based programs like G suite, therefore, and ticketing systems like Zendesk and Service Now are part of our repertoire.

Tier 1 support for Other Departments

CanvasIT doesn’t limit itself to IT support. Our specialist teams suit the changing needs of our clients.

For example, after finishing a rollout on Compass’s IT department, we were asked to update other departments, such as their marketing department. We created support teams for marketing software such as Mailchimp, Leadpages, and the Adobe suit.

At CanvasIT, we go beyond typical Level 1 support providing the support and flexibility you need to expand and succeed.

Micah Laughlin
mlaughlin@canvasit.com

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.



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