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

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.

Also that 3rd line will probably undertake some project work, for example planning upgrade of a OS.

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 :D

Darren

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

depending on the size of the environment Id say 2/3rd line Ie a mix but mostly 3rd.

David

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:eek:

Darren

try monster :)

Darren,

YHPM :)

Cheers Rich, YHPM back

I'll have a look on monster David