First-Level Support
type: Function
page: 245
page: 303
chapter: Thesaurus
function component: IncidentAnalysis
function component: IncidentTaking
function component: ProblemSolving
label: سطح اول پشتیبانی @fa
subclass of: ItSupport
definition: User support unit serving as first contact for all user groups with any kinds of information processing problems. It may consist, for example, of a central 24-h-hotline (service desk) that is responsible for the management of user accounts and first troubleshooting, or of decentralized information processing staff. When the first-level support cannot solve the problems, it hands them over to the second-level support.