Duties & Responsibilities

3rd Line is the workgroup responsible for providing specialized expert support for all requests (Incidents and Service Requests) which can be neither resolved nor fulfilled by 1st and 2nd Line support.

Responsibilities include identifying and developing Incident solutions, implementing or overseeing the implementation of solutions, documenting activities and evaluating solutions or restoration/fulfillment activities with regards to their suitability as standard procedures.

Tasks

The following tasks are assigned to the role of 3rd Line support:

• Developing specialized solutions for Incidents which are out of scope for 1st and 2nd Line support
• Implementing solutions or overseeing and assuring quality of implementations handled by 1st or 2nd Line support or other support parties

Skills, Experience & Knowledge

To be able to fulfill this role the following range of skills, experience & knowledge is required

• In-depth knowledge of supported services including detail knowledge of functional and technical elements and dependencies.
• Ability to work to tight deadlines and under pressure.
• Meticulous and thorough approach towards working with attention to details.
• Willingness and ability to create, maintain and update the necessary documentation.
• Ability to multi-task and re-prioritize tasks at short notice, good self-organization skills.

Assignment

3rd Line support usually is not available for all services. For specific, very technical requirements, however, a further specialization within the service line organization can be helpful. As with the other support Lines assignment should not be carried out on a per-person but rather on workgroup level.