Second Line Support

Second Line Support refers to a level of technical assistance in IT and customer service that addresses more complex issues that cannot be resolved by the first line of support. First line support typically handles basic inquiries and common problems, while second line support involves specialists who have deeper knowledge and expertise to troubleshoot and resolve more challenging issues. They often investigate incidents in detail, liaise with other teams if needed, and ensure effective solutions are provided to users. This tiered approach helps maintain efficient service and better support for customers.