Documentetion and presentation of first line support and second line support

I will need document that i can present on what are the difference between a first line support and a second line support. What is a first line support and the responsibilites in a first line support. What is a second line support and what is the responsibilites in a second line support. What kind of skills is needed in first line support and what kind of skills is needed in a second line support. What is needed for skills and what is needed to provide first line support and documentation and presentation about the first line support What is needed for skills and what is needed to provide secondline support and documentation and presentation about the second line support -this is for understanding the Incident management’s main function: The service desk [login to view URL] -some inspirations first line support: [login to view URL]?parentsector=it-telecoms [login to view URL] [login to view URL] [login to view URL] -Second line support inspiration: [login to view URL] [login to view URL] [login to view URL] [login to view URL] These are just inspiration there is other material you cand have information from