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In most helpdesk environments, a level one agent has basic level knowledge and little to no experience. They are tasked with handling incoming incidents and change requests (usually through phone, email or internal system) according to a predetermined script.
They record a so-called ticket, which contains information on what the request was, who made the request, and what was done with it. This usually also includes a number of due dates, at which time a check needs to be made whether the incident or change was completed. When it is successful, the ticket is called closed, and the person who contacted the helpdesk would receive a message that the ticket is closed and what the outcome is.
Should they encounter something that is over their level of knowledge or authority, they will transfer the ticket to a second line operative.
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