First Level Support (1st Level Support)

First Level Support is the first point of contact in a multi-tier IT support model. This is typically the service desk or helpdesk team that directly receives user requests. First level support staff try to resolve as many problems as possible at first contact. To do so, they often use standard solutions from the knowledge base and their experience with frequent questions (e.g. password resets, installation help, simple error messages).

First Level Support is characterized by short response times and a high proportion of direct contact with users by phone or in writing. Staff must be well trained in the most common problems and in customer communication in order to help quickly and create a positive user experience. If a request cannot be resolved straight away – for example because it is complex or requires special permissions – First Level Support creates a ticket (if not already done) and escalates it to Second Level Support.

Depending on the organization, a large proportion of all requests are resolved at first level, which is measured as the First Contact Resolution rate. Efficient First Level Support relieves the downstream support levels and ensures that users get help quickly. Suitable ITSM software helps to manage such processes centrally and document them traceably. From the user's perspective, User Experience and Self-Service are particularly important.

See also: Service Desk and Helpdesk.