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Desk Dictionary on BlueprintAudits.com > L |
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latency - The time it takes for a packet of data to cross the network from
the
sender to the receiver. |
| leadership - The ability to co-ordinate a team to achieve the objectives of
an organization
while balancing the interests of individuals and the organization. |
| level-one
analyst - A support analyst who provides the initial contact with
customers through voice, email or web-based support channels. |
| level
three - The group or department responsible for providing an advanced
level of troubleshooting of issues over level two. Typical level
three
support groups include application developers, infrastructure architects
and external vendors. |
| level
two - The group or department responsible for providing an advanced
level of troubleshooting of issues over level one. Typical level
two support
groups include desktop support, networking, security, operations
and client-server. |
| level
zero - Customer self-help utilizing resources to solve their
own issues or answer their own questions. |
| line
manager - The support manager focused on the day-to-day operations
of the support organization and focused on building and maintaining
a support organization
that is aligned with business objectives. |
| local
area network - A group of computers on a common network with a
limited physical area that share a common network and resources. |
| log
and escalate - The process of logging the details of an incident,
assessing the priority and immediately escalating to the appropriate
resource. |
| logged
call - A call that has captured into an incident management system. |
| longest
delay time - The longest time any customer has been on hold waiting
for an analyst. |
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