IT workers in London
15 June 2006, 12:02 AM
#1
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IT workers in London
Following on from my CV post about 2 weeks ago I'm looking at jobs in London.
Currently I deal with all levels of problems (desktops-comms-projects) so I am having a problem trying to work out if I sit within 1st Line (I don't think I'm this) 2nd or 3rd Line.
Can someone give me an example of a job that a 1st line, 2nd line and a 3rd Desktop Analyst would be expected to deal with?
The same applies to an infrastructure/server role, what is expected of a 1st line, 2nd line and 3rd line?
Cheers
Darren
Currently I deal with all levels of problems (desktops-comms-projects) so I am having a problem trying to work out if I sit within 1st Line (I don't think I'm this) 2nd or 3rd Line.
Can someone give me an example of a job that a 1st line, 2nd line and a 3rd Desktop Analyst would be expected to deal with?
The same applies to an infrastructure/server role, what is expected of a 1st line, 2nd line and 3rd line?
Cheers
Darren
15 June 2006, 07:34 AM
#2
My simple view is
1st line is telephone support
2nd line will actually do something on the broken machine
3rd line will be a specialist (eg, application vendor or hardware vendor). They are not always needed but come in if the 2nd line support needs further advice (eg, application settings to enhance performance or may be a specific disk reconfig on a storage array)
Sometimes vendors stipulate what there 3rd line support involvement should be in order to allow them to meet SLAs.
It sounds like you're 2nd line support in my books. That is, you're talking to the user, understanding their problem and helping them at their desk or in their server room. More so, if you can't fix it you know who in 3rd line support to go to and you will manage it through to completion.
1st line is telephone support
2nd line will actually do something on the broken machine
3rd line will be a specialist (eg, application vendor or hardware vendor). They are not always needed but come in if the 2nd line support needs further advice (eg, application settings to enhance performance or may be a specific disk reconfig on a storage array)
Sometimes vendors stipulate what there 3rd line support involvement should be in order to allow them to meet SLAs.
It sounds like you're 2nd line support in my books. That is, you're talking to the user, understanding their problem and helping them at their desk or in their server room. More so, if you can't fix it you know who in 3rd line support to go to and you will manage it through to completion.
15 June 2006, 08:27 AM
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Thanks James and Matt,
I was hoping/thinking that I was more 3rd line. I undertake projects, rollouts, upgrade on a regular basis so like MattW said, I'm assuming this brings me into a 3rd line capacity
Any other comments guys. You don't have to work in London
Darren
I was hoping/thinking that I was more 3rd line. I undertake projects, rollouts, upgrade on a regular basis so like MattW said, I'm assuming this brings me into a 3rd line capacity
Any other comments guys. You don't have to work in London
Darren
15 June 2006, 08:33 AM
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University where I work at you would defo be a 3rd line support person with your experience. We have a development team which does that type of role
, that's in South Wales mind
, that's in South Wales mind
Last edited by mike1210; 15 June 2006 at 08:35 AM.
15 June 2006, 08:49 AM
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depending on the size of the environment Id say 2/3rd line Ie a mix but mostly 3rd.
David
David
15 June 2006, 09:09 AM
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Cheers guys,
At least I can narrow down what to look for.
There are over 2000 infrastructure jobs added on jobserve in the last 7 days in London alone
Darren
At least I can narrow down what to look for.
There are over 2000 infrastructure jobs added on jobserve in the last 7 days in London alone
Darren
Last edited by darlodge; 15 June 2006 at 10:03 AM.
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