{"id":743,"date":"2026-06-17T10:49:17","date_gmt":"2026-06-17T08:49:17","guid":{"rendered":"https:\/\/www.it-resell.com\/blog\/glossar\/help-desk-support\/"},"modified":"2026-06-17T10:49:17","modified_gmt":"2026-06-17T08:49:17","slug":"help-desk-support","status":"publish","type":"glossar","link":"https:\/\/www.it-resell.com\/blog\/glossar\/help-desk-support","title":{"rendered":"IT-Help-Desk \/ 1st-2nd-3rd-Level"},"content":{"rendered":"<p>Der <strong>IT-Help-Desk<\/strong> ist die erste Anlaufstelle f\u00fcr IT-Probleme von Endanwendern und Mitarbeitern. Das dreistufige Supportmodell: <strong>1st Level<\/strong> (Help-Desk): Standardprobleme, Passwort-Reset, Ticket-Aufnahme; <strong>2nd Level<\/strong>: technische Spezialisten f\u00fcr komplexere Probleme (PC-Konfiguration, Software-Fehler); <strong>3rd Level<\/strong>: Experten (Netzwerk, Server, Entwickler) f\u00fcr systemische Probleme oder Eskalationen. ITIL-ITSM-Plattformen wie ServiceNow, Jira Service Management verwalten den Ticket-Workflow.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Mehrstufiges IT-Support-Modell f\u00fcr Endanwender-Probleme.<\/p>\n","protected":false},"template":"","meta":{"kurzdefinition":"Mehrstufiges IT-Support-Modell f\u00fcr Endanwender-Probleme.","synonyme":"","verwandte_begriffe":"","shop_ziel":"","stufe":""},"produktbereich":[],"hersteller":[],"produkttyp":[],"thema":[],"class_list":["post-743","glossar","type-glossar","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.it-resell.com\/blog\/wp-json\/wp\/v2\/glossar\/743","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.it-resell.com\/blog\/wp-json\/wp\/v2\/glossar"}],"about":[{"href":"https:\/\/www.it-resell.com\/blog\/wp-json\/wp\/v2\/types\/glossar"}],"wp:attachment":[{"href":"https:\/\/www.it-resell.com\/blog\/wp-json\/wp\/v2\/media?parent=743"}],"wp:term":[{"taxonomy":"produktbereich","embeddable":true,"href":"https:\/\/www.it-resell.com\/blog\/wp-json\/wp\/v2\/produktbereich?post=743"},{"taxonomy":"hersteller","embeddable":true,"href":"https:\/\/www.it-resell.com\/blog\/wp-json\/wp\/v2\/hersteller?post=743"},{"taxonomy":"produkttyp","embeddable":true,"href":"https:\/\/www.it-resell.com\/blog\/wp-json\/wp\/v2\/produkttyp?post=743"},{"taxonomy":"thema","embeddable":true,"href":"https:\/\/www.it-resell.com\/blog\/wp-json\/wp\/v2\/thema?post=743"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}