# Helpdesk

**URL:** <https://forums.speedlife.net/t/helpdesk/187729>\
**Category:** PittSpeed Off Topic\
**Created:** [January 30, 2007, 1:18pm UTC](https://forums.speedlife.net/t/helpdesk/187729 "2007-01-30T13:18:13Z")\
**Posts on this page:** 1\
**Showing post:** 6

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**Author:** ![whitey](https://yyz2.discourse-cdn.com/flex034/user_avatar/forums.speedlife.net/whitey/32/5911_2.png) [@whitey](https://forums.speedlife.net/u/whitey)\
**Post date:** [January 30, 2007, 2:04pm UTC](https://forums.speedlife.net/t/helpdesk/187729/6 "2007-01-30T14:04:41Z")

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> [@need a tuning laptop ASAP](https://forums.speedlife.net/t/need-a-tuning-laptop-asap/27634/5):
>
> What is the basic set up of your helpdesk? Call come in… then what. Do they resolve issues or pass them? How many tiers are on your helpdesk?

Tier 1 - TAC - First line of customer contact, first call resolution would be great but it does not always happen. They essentially take as much info as possible and escalate

Tier 2 - NOC - Have access to systems and networks. They resolve 90% of the cases that come up from the TAC. They also are first level to priority customers or complex network or system issues.

Tier 3 - Engineering - Whether its Unix, Windows, or Networks the escalation stops here with resolution.

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