IT support refers to different services that entities offer to end users of particular technologies or products. In simple terms, IT support offers help to people about specific technical issues with a particular product, either directly, through remote access, or by providing customized training, distribution, or modification of the product. The nature and scope of IT support varies from one organization to another. For instance, in some organizations IT support is provided for internal users only. On the other hand, in other organizations IT support is provided to clients of different vendors and/or customers of that organization.
The demand for IT support services has grown tremendously in recent times,
owing to the growing complexity of modern day business applications. IT support services have therefore also developed to suit the evolving requirements of today’s business environment. There are a variety of IT support functions offered by organizations. The following sections brief an overview of these various services:
The first IT support model is IT rehab. This is the standard model, where an individual or department handles IT support requests made by different entities. These entities could be end users, private companies, or even the government.
The second IT support model is IT rehab plus. This model is a mix of the first and third models. In this model an individual service provider or department handles requests made by end users as well as vendors, and on top of this they are also able to access tier one support which is provided by internal IT staff. As the name suggests, tier one support is provided by internal IT staff to the third level which is provided by external vendors, is called external support.
The third IT support model is IT swarm. In this model different IT groups make requests of internal support staff to provide a single solution to a customer. The advantage of using IT swarm is that a single team can respond to customer experience from many different sources. The disadvantage is that it can work to a disadvantageous to the business if IT support staff cannot reach everyone in the organization.
The fourth is tiered IT support model. In a tiered IT support model IT support staff are able to follow a set path. A level of tiers would be present in this case. A minimum level of tiers would be present for smaller customer processes, medium level for medium to large sized customers, and the highest level for large or extremely large customer processes.
It is important to note that the aim of swarms is to deal with repetitive issues as quickly as possible.
If multiple teams are present to support requests, it can slow down the process of dealing with an issue. If IT support staff is required to deal with repetitive issues at a higher rate than is practical, this may slow down the response time for customers. For this reason, IT support staff should only make IT service requests to swarms in the case of extremely high priority issues that require their attention.
The use of swarming in IT support models is a complex topic in and of itself. If you need more assistance in understanding how to properly implement swarming techniques in your business, consider speaking with an industry professional who is trained in this area. In the meantime, understand that the key benefit of swarms is to improve the speed at which IT issues are resolved. If you implement this into your IT policy, you will likely see increased levels of satisfaction amongst your customers.
IT support is an incredibly important aspect of running a successful business. Without strong IT support staff, it is unlikely that a business could thrive. However, there is also the issue of customer satisfaction when it comes to IT support. Many customers feel that if the company cannot answer questions quickly, they are not receiving the level of service they expect.
- If your company is striving to improve customer satisfaction, consider implementing a tiered support model.
- This IT support model involves two different teams that work in tandem to resolve IT issues.
- The first team, or customer service team, is responsible for handling calls that involve simple questions
or simple problems with hardware and software. These may include software setup issues, updates and downloads, and hardware related difficulties.
The second team, or support agents, is responsible for more complex issues that involve network issues or server issues. These agents are stationed at higher levels in the business and are stationed in a variety of places throughout the building. These agents have access to a wide variety of resources that can be used to help them resolve complicated IT issues. They are also trained to work as a team and work together as a whole to solve complex IT issues. IT support agents are crucial to a business’s ability to operate effectively and efficiently.