Support Procedure

Third Level Support

The analysts from the various units within Computing & Communications (Administrative Computing, Systems & Operations, Electronic Repair and Service, Telecommunications) handle incidents that are determined to be solvable but are beyond the capabilities of Technical Support. Some of these incidents may include analysis and programming, creation of new print queues, restores, hardware repair and connectivity problems.

Wherever possible, a second level support analyst will work closely with the third level support analyst. Once the problem is resolved, the analyst provides a detailed description of the investigation, including the steps that led to the solution, and the incident is closed. The document containing the detailed problem description and solution is then placed in the Apriori system, where it can be used by the first level help desk staff to solve similar problems.