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With some variations, a typical IT Support infrastructure is usually organized around the following support tiers:

Improving employee training, upward mobility, and retention.Establishing a timeline and protocol for harder-to-solve problems.Quickly resolving small or easy-to-manage issues.Creating a positive customer experience.Strategically addressing customer needs.Structuring your IT support around levels or tiers is useful for several reasons: The terms “support levels” and “support tiers” are phrases used interchangeably within IT organizations.

(Understand the differences between customer service & technical support.) IT support levels (tiers) Popular third-party tools for help desk support include Zendesk, Salesforce, and BMC Helix, among many others. Technical support can be delivered in a variety of ways, depending on the support level or tier, including by phone, email, live chat or video, chatbots, online tutorials and how-to’s, message boards, and other logging tools. An external-facing support team helps customers and users of BMC’s systems.An internal IT support team that helps employees when they are dealing with a technical problem.For example, a large company like BMC often has two types of teams: Technical support may be comprised of a single employee for small companies or may include many departments and workers. Technical support often contributes to or supports a company’s overall customer service philosophy, so the team or department may straddle the technical world of IT and the practical side of customer service. In contrast to traditional training, technical support typically focuses on helping with a specific user problem or issue. Technical support is also known as IT support, help desk, or service desk. Technical support is a service that supports users of technology products or services. As an IT service management provider, customers frequently ask about the various approaches to IT Support and how they can be used to organize help desks and service desks.