Second Level Support (2nd Level Support)

Second Level Support is the second tier in a multi-level support model and takes over cases that could not be resolved by first level. Second level is usually staffed by technical experts with in-depth knowledge in specific areas (e.g. networks, specific applications, server operating systems). When a ticket is escalated to Second Level Support, these staff analyze the problem in more detail, carry out further diagnostics where necessary and use advanced tools or permissions to resolve the fault.

Second Level Support can also mean deploying on-site technicians (for hardware problems) or involving developers (for software bugs). Response times at second level are usually somewhat longer than at first level, but more complex tasks are handled here. If Second Level Support also cannot make progress, Escalation Management provides for a further escalation to third level support – usually external manufacturers, suppliers or the most highly specialized internal experts (e.g. application development teams).

The interaction of first, second and, where applicable, third level support ensures that every problem is resolved at the appropriate level of expertise. Well-functioning Second Level Support is characterized by close communication with first level (e.g. knowledge sharing, feedback on resolved cases) and by continuously identifying recurring problems so that they may be resolved at first level in the future. Suitable ITSM software helps to manage such processes centrally and document them traceably.

See also: First Level Support and Problem Management.