Now comes the tricky part. Even though these are the general definitions of Help Desk support levels, these are not set in stone during implementation. I’ve seen plenty of Level 1 Help Desk technicians who are capable of and perform Level 2 and Level 3 work. You may have times when Level 2 and Level 3 techs take phone calls and direct fixes. Level 2 may work with infrastructure and create new solutions, while Level 3 may handle the desktop.

Generally speaking, the bigger the organization the more stratified these roles. In a multi-billion organization or a Help Desk outsourcing company, there may be compartmentalization and the model may look more like what’s outlined here. In smaller Help Desks, the roles may tend to be more fluid simply because there aren’t that many people available. These roles are not set in stone and may be implemented in various ways but generally, this is how Help Desk professionals think of the differences between each level and what each level may do.

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