[legion]

I'm the third level of support. I'm called in when the help desk (first level) and the nebulous second level can't solve a problem. There is no one to call after me. 90% of the time when I'm called in, the problem is because the help desk improperly classified the problem (or just plain ignored what the customer said). My personal procedure is to call the customer first thing and get their story. It rarely ressembles what I see written down.