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IT Support Best Practice – Week 3 Roundup

Another week’s gone by and TechQuarters TV have got three more interesting videos on IT Support for you. This week our videos covered:

  • Service levels and why they are beneficial to your business.
  • Skill levels and why successful engineer teams benefit from having pod leaders, first, second and third liners and most importantly, progression throughout your company.
  • Recruitment and out of the box methods that can be used to improve the performance of a support team.

Episode 7 – Service Levels

This episode covers service levels, what it means and why implementing it into your business can help with your customer relation and efficiency. It’s very important for engineers to communicate with clients and that customers have an idea of when a problem is going to be fixed.

Episode 8 – Skills Levels

It’s crucial that your helpdesk is properly structured based on your support team’s individual skill levels. This video explores why having first, second and third liners implemented within your business can help not only you and the users, but the support team themselves.

Episode 9 – Recruitment

It’s always difficult to find the right employee that will fit right in your business. TechQuarters believe that recruitment determines the success of an IT company. Conducting in-depth interviews and assessments, such as disc personality testing, early on can help determine which engineers are the best fit for both yours and your clients companies.

For more IT Support episodes follow this link:

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