First line support - Your call will initially be taken by the Help Desk in the Library, a local IT support person, or a support desk elsewhere on campus. Most problems should be resolved at this level.
Second line support - If the first level support people cannot resolve the query, they will refer it to systems and support people in the campus IT community (including Computing Services). These will be people allocated to resolving queries about more complex problems which require a more detailed knowledge of a particular system.
Third line support - If the second level support people cannot resolve your query, they will refer it to systems experts not involved in specific day-to-day support. This should be a backup or consultative role so the term 'support' is used loosely in this context.