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Second level support |
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Second-level support is responsible for visiting users and implementing a
permanent technical solution at a convenient time. E.g. Technician, technical
support company
First-level support attends to ICT incidents in the first instance and, if a
technical repair is required, applies a workaround or temporary solution until a
permanent repair can be made.
Follow-up technical solutions are carried out by second-level support, using the
details on the incident report provided by first-level support.
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The Second level support will need to: |
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- Have a system available where regular appointmnets can be made and so that
special arrangements can be put in place to solve problems of an urgent nature.
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- View all the current incidents within the school in preparation for their visit.
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- Inform Single Point of Contact as to the success or otherwise
of requests by giving feedback, and monitor the progress of individual
incidents.
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- Make a temporary fix if a complete solution can not be made in
the timescale. In some cases substitue the item so as to restore service
quickly.
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- Update the incident register if the issue is resolved or
if a temporary fix needs more work at a later date.
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- Be available to assist with new implementations and to make
appropriate notes for the the users.
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- Be aware that the ICT Owner has control of budgets and of the
ICT infrastructure and permission needs to be received before changes are made.
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Links: |
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Becta Model |
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Becta Toolkit |
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Essex ICT Helpline FAQs or
telephone helpline at 01206 863636 |
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Email Essex ICT team for advice
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