Helpdesk Support Structure

Level

Responsibility

Level of complexity

Users

Tier 1 agent

• Ensures ticket has all necessary information to be triaged and assigned appropriately.
• Resolve ticket if possible.
• Assigns ticket to the specific agent and involves any other necessary staff for resolution e.g. M&E advisor, HA advisor, etc.

Basic, this is a common ticket of request that can be resolved by Tier 1 agent

MEL Team, HMIS Specialist, DHIS2 Specialist 

Tier 2 agent

• Investigate and request any other necessary information to resolve the issue.
• Propose a solution and guide tier 1 agent on the resolution path.
• Resolve ticket if possible

Medium, this is a ticket that requires the intervention of a Tier 2 agent as the problem is more complex

HMIS Specialists, DHIS2 Specialist 

Tier 3 agent

• Investigate and request any other necessary information to resolve the issue.
• Propose a solution and guide tier 1 & 2 agent on the resolution path
• Resolve ticket if possible

Difficult, this is a ticket that requires Tier 3 agent, a system architect / developers to resolve

DHIS2 Specialist, BAO