L1 Support

L1 Support (Level 1 Support)

– Role: The first line of defence for IT issues.
– Functions:
– Respond to user inquiries and provide basic troubleshooting.
– Address common software and hardware problems.
– Manage user accounts and permissions.
– Document issues and escalate to L2 when necessary.
– Examples:
– Password resets, software installation queries, and connectivity issues.