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Third line support is responsible for assigning an appropriate resource to tackle the issue. These highly-skilled engineers are costly to onboard but are an indispensable component of managed services. MSPs need a third line support team if they have to resolve numerous cases with high complexity that require an understanding of code and how to fix bugs. Following the resolution of a problem, a notification is sent out to the technical management teams and the service desk to close the ticket. How does this apply to the Support Center 2.0? Perhaps we should start by dropping the “Support Center 2.0” nomenclature it reeks of IT and legacy software release versioning. The support center is evolving beyond IT, and it will require people (and enabling technology) to support people, rather than people supporting technology. More Bonuses.

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First Name, Last Name:	James Charron
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