COMPUTER SOFTWARE
APPLICATION SOFTWARE
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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Close the ticket and let someone else handle it.
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Escalate to a higher level of support.
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Keep working at it until they resolve it.
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Contact Microsoft support.
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Detailed explanation-1: - Question 3: Correct What should a level 1 technician do when they are unable to solve an issue? EXPLANATION When a level 1 technician is unable to resolve an issue, the ticket should be escalated to a higher level of support.
Detailed explanation-2: -If a level 1 technician cannot resolve the issue, they transfer the issue to level 2 personnel. They, in turn, work to resolve the issue. In most cases, end-user problems can be fixed at a level 2. If an issue cannot be resolved at level 2, it is escalated to a higher tier.
Detailed explanation-3: -WHAT IS LEVEL 1 SUPPORT? Level 1 support is the first tier of support, usually provided by IT support personnel with the least experience, lower understanding of technical issues, and limited access to company information. The technicians in Level 1: Collect customer requests and data. Attend to customer phone calls.
Detailed explanation-4: -Those with an emphasis on soft skills might work best in the first level of support, while those with more impressive technical skills might work better in the second level. However, it can be important for each level’s employees to have some development in both areas because both will be working with customers.
Detailed explanation-5: -What is ticket escalation? Ticket escalation is the process a company follows to move a customer issue to a higher-level support agent or manager. The goal of escalating a ticket should always be a quick resolution. The less time you keep your customers waiting, the happier they’ll be.