The commonly used structure for IT teams is tier-based technical assistance, wherein distinct levels of competence and resolution are provided at each tier. Although adding more tiers will improve service, there are disadvantages to this concept as well. IT support tier structure may cause customer annoyance and personnel boredom if the user believes they are more knowledgeable than the help desk representative. Furthermore, an excessive number of levels may cause misunderstandings and confusion, which could prolong the time it takes to resolve issues.

Swarming, or intelligent swarming, is an alternate strategy to tiered assistance. Using this strategy, a single person or group is assigned complicated tickets, and they are either directly resolved or guided through the process.This cooperative strategy can assist support staff in learning about various sections of their firm and aids guarantee that clients feel taken care of. Based on the needs and resources of your team, you may decide to use swarming or tiered technical support.