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The main job of a specialist is to gather all the customer information and assess the impact by analyzing the symptoms and resolve the underlying problem.
When analyzing the symptoms, it is important to the support technician to identify what the client is trying to do so as not to waste time "trying to solve a symptom rather than a problem." Once it has been identify the underlying problem, the specialist can begin to provide real assistance in an orderly iterating over the list of possible solutions available.
Technical support specialists in this group typically handle simple problems simple resolution, "possibly making use of any knowledge management tool." This includes troubleshooting methods such as verification of incidents in the physical lines, problem solving and password, installing / reinstalling basic software applications, verification of proper configuration of hardware and software, and assistance with menu navigation of application.
The staff at this level have a basic and general knowledge among the product or service and not always have the expertise to solve complex problems. Not surprisingly, the goal of this group is to handle between 70% -80% of user problems before concluding on the need to escalate the incident to a higher level.
