Level 1 Support (L1 Support)
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Level 1 is the first line of problem management support, the local person a user turns to within their own department for assistance with computer related questions. Each department has a slightly different arrangement for providing Level l support. There may be a single Level 1 individual or there may be several doing this work. The Level 1 may be dedicated to computer support or may have other responsibilities as well. The Level 1 person may be a department staff member, a coop student, or an ITS employee. They may serve a single department or a whole faculty. Level 1 support persons and their responsibilities are determined by the respective support Leads. Many departments also have an IT Coordinator, who helps the Level 1 with managing technology issues. The contact details of L1 support team members will be provided to client normally.
Level 1 people are an important information conduit between end users and ITS. Information gathered by Level 1 should be passed on to other departmental employees. Likewise the Level 1 should sit on the computer committee and pass departmental concerns back to ITS.
Level 1 people are given priority access to Level 2 support. When a Level 1 contacts the ITS Help Desk, the problem diagnosis should be complete and correct, therefore problem resolution can begin immediately. ITS provides the Level 1 people with training sessions, an electronic discussion list , diagnostic tools, documentation, special accounts, privileges, and accesses to help them do their job. If a Level 1 requires additional labour to work on projects (e.g. upgrading several faculty desktops all at once) ITS will schedule and provide the extra help needed.