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ITIL-Based 1st and 2nd Line Service


Are you tired of dealing with endless support tickets, frustrated customers, and inefficient workflows? Look no further! Our ITIL-based Service Desk Solution is here to transform your support operations and elevate your customer experience to new heights.

With our comprehensive service desk platform, you can expect:

  1. Centralised Ticket Management
  2. Efficient Ticket Routing and Assignment
  3. Knowledge Base and Self-Service Portal.
  4. SLA Management
  5. Robust Reporting and Analytics
  6. Seamless Integration


As part of the Quiss managed service offering there is our ITIL-based UK service desk – below is an idea of the roles and responsibilities of our 1st and 2nd line service desk.

1st line service desk:


1. Service Desk: The first-line support team typically operates from a centralised service desk, which serves as the primary communication channel for users to report issues or seek assistance. A ticket can be raised via the telephone, email or our portal.

2. Incident Triage and Resolution: When users contact the Quiss first-line support team, the technicians will triage the reported incidents. They will prioritise the incident based on Impact and urgency, then gather relevant information, analyse the problem, and attempt to resolve it using knowledge, troubleshooting guides, or standard operating procedures. For more complex issues, they will escalate the incident to higher support levels.

3. Issue Tracking and Documentation: Throughout the support process, the first-line team maintains detailed records of incidents, requests, and resolutions. This documentation ensures accurate tracking, allows for knowledge sharing, and enables the team to build a comprehensive knowledge base for future reference.

4. Basic Troubleshooting and User Guidance: First-line support professionals possess a strong IT knowledge and expertise foundation. They are skilled in basic troubleshooting techniques and can guide users through step-by-step procedures to address common problems. They may assist with password resets, software installations, and configuration changes, and provide general IT advice.

5. Incident Prioritization and SLA Management: The first-line support team determines the priority of incidents based on predefined criteria, such as the impact on business operations or urgency. They also manage Service Level Agreements (SLAs) to ensure that incidents and requests are handled within specified response and resolution times.

6. Effective Communication and Customer Service: Strong communication skills are vital for first-line support analysts. The Quiss team possess the ability to communicate technical information clearly and concisely to users with varying levels of technical expertise. The key driver is providing excellent customer service, as the first-line support team serves as the face of Quiss and represents the organisation’s commitment to user satisfaction.

7. Continuous Improvement and Knowledge Sharing: First-line support professionals at Quiss actively participate in knowledge-sharing activities and engage in continuous improvement efforts. They document new resolutions, update existing procedures, and collaborate with higher support levels to enhance the efficiency and effectiveness of incident resolution.

2nd line service desk:


Service desk technical support builds upon the foundation laid by the first-line support team. It involves a specialised group of IT professionals who handle more complex technical issues that require in-depth knowledge and expertise. The second-line support team acts as an escalation point for incidents and requests that cannot be resolved by the first-line support.

Here are the key characteristics of a second-line support model


1. Advanced Technical Expertise: The second-line support team consists of skilled technicians or specialists with extensive knowledge in specific areas of IT. They possess an in-depth understanding of systems, applications, hardware, and infrastructure relevant to their specialised domain.

2. Incident Resolution and Troubleshooting: Second-line support professionals will handle escalated incidents that require advanced troubleshooting and problem-solving skills. They analyse complex issues, conduct in-depth diagnostics, and explore multiple potential solutions to resolve the problem.

3. Collaboration with First-Line Support: Second-line support work closely with the first-line support team, receiving incidents escalated from them. They review the initial analysis and steps taken by the first-line support, ensuring that all necessary information is available to efficiently address the issue.

4. Advanced Tools and Resources: The second-line support team has access to advanced tools, diagnostic software, and technical resources to assist in the resolution of complex incidents. These tools help them perform in-depth system analyses, gather detailed logs, and carry out advanced troubleshooting procedures.

5. Knowledge Base Maintenance and Documentation: As the second-line team encounters unique or complex incidents, they will contribute to the organisation’s knowledge base by documenting their findings, resolutions, and best practices. This knowledge-sharing ensures that future incidents can be addressed more efficiently and effectively.

6. Collaboration with Third-Line Support: In cases where an incident requires further escalation, the second-line support team collaborates with third-line support, which comprises highly specialised experts or vendor support teams. They work together to resolve intricate or vendor-specific issues that may require deep technical knowledge or access to proprietary systems.

7. Continuous Improvement and Training: The second-line support team continually hones their skills and expertise through ongoing training and professional development. They stay updated with the latest technologies, industry trends, and advancements in their specialised domains to provide the most effective support.

8. SLA Management and Performance Metrics: The second-line support team monitors and manages incidents within the defined Service Level Agreements (SLAs). They ensure that incidents are resolved within specified timeframes and strive to meet performance metrics related to response times, resolution times, and customer satisfaction.