The three main tiers of IT support are help desks, service desks, and swarming support. The first two levels of support involve introduction of new tech issues at the lowest level, and escalation to higher levels as necessary. In swarming support, a single service desk technician works on a single issue from start to finish. The latter tier requires the technician to seek appropriate resources and wait until sufficient resources are available.
Service desk and help desk representatives are the first two tiers of support, and extend to second-level technicians who provide desktop and on-site support. Third-level technicians are responsible for solving problems for applications, and sometimes even handle troubleshooting issues with mobile devices. The role of the third-level support team consists of solving technical problems and improving business processes. The skills required to be a high-level support professional vary by organization. Some companies have fewer tiers than others, while others only have enough personnel to handle three.