Monthly Archives: April 2018

What is the Level 1, 2, and 3 support?

As per my practical experience Level 1 support means, the users getting support directly from the people they call for assistance. In an MNC work culture there will be a toll free number for the users to call. The agents who attend this call will try to resolve the user issues directly, that is Level 1 Indicates.
Level 2 : In case that agent cannot resolve this issue online, they will transfer this case to the support peoples they can directly visit the user desk or side to resolve this issue by raising a ticket using ticketing tool.
Level 3 : This is the level of support, that user issue should be escalated to the next level were the direct visited support engineers cannot resolve this issue and they should depend the support from another team. Example : Wintel team, Network team etc..

Level 1 support – Filters Help Desk calls and provides basic support and troubleshooting, such as password resets, printer ,Hardware configurations etc…
Level 2 generally handles configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services). They handle escalated issues that Level 1 support is not equipped to handle.
Level 3 support – Troubleshooting, configuration, database administration, and repair for server, network, infrastructure, Data Center, email, file shares, and other infrastructure issues.


Protected: MyCV

This content is password protected. To view it please enter your password below:

Master Calendar – Michael Torallo

 rowno() as Month, 
 'Q' & Ceil (rowno()/3) as Quarter 
 min(OrderDate) as minDate, 
 max(OrderDate) as maxDate 
 Resident Orders; 
 Let varMinDate = Num(Peek('minDate', 0, 'Temp')); 
 Let varMaxDate = Num(Peek('maxDate', 0, 'Temp')); 
 DROP Table Temp; 
 $(varMinDate) + Iterno()-1 As Num, 
 Date($(varMinDate) + IterNo() - 1) as TempDate 
 AutoGenerate 1 While $(varMinDate) + IterNo() -1 <= $(varMaxDate); 
 TempDate AS OrderDate, 
 week(TempDate) As Week, 
 Year(TempDate) As Year, 
 Month(TempDate) As Month, 
 Day(TempDate) As Day, 
 YeartoDate(TempDate)*-1 as CurYTDFlag, 
 YeartoDate(TempDate,-1)*-1 as LastYTDFlag, 
 inyear(TempDate, Monthstart($(varMaxDate)),-1) as RC12, 
 // date(monthstart(TempDate), 'MMM-YYYY') as MonthYear, 
 ApplyMap('QuartersMap', month(TempDate), Null()) as Quarter, 
 Week(weekstart(TempDate)) & '-' & WeekYear(TempDate) as WeekYear, 
 WeekDay(TempDate) as WeekDay 
 Resident TempCalendar 
 Order By TempDate ASC; 
 Drop Table TempCalendar;