IT support refers to various services which entities offer to users of different technologies products or services offered by the same entity. In simple terms, IT support simply provides assistance regarding certain issues with either a particular product or service, and not providing technical training, provision of modification or other support services. The most common IT support service fields are service design, software testing, hardware replacement, and maintenance, network installation and design, and computer-based troubleshooting.
Support services are available in many forms and at many locations.
Some of these include live chat options, video support services, and other types of tech support services. In today’s technological world, the need to have a tech support available 24 hours, seven days a week is quite necessary.
Live chat options are usually offered by the remote support services organization. With this type of service, users can get an instant response or assistance through email, phone call or web chat. These types of options will assist you and others who are experiencing technical difficulties. The support services offered may assist you in the troubleshooting, resolving problems as well as helping you determine a solution. Technical help desk is very vital for people who are experiencing some type of problem with their systems and software.
Many times, these technicians are referred to as troubleshooters or technicians. A troubleshooter or technician is not only available during business hours but can also be called during your regular working hours to help you out if you experience any problems. This technician is typically hired by a managed services company because of their ability to get the job done fast and efficiently. These companies do pay for this service. With managed services, there is no need to purchase any tech support products; however, hiring a troubleshooter or technician can be expensive, so most companies opt for managed services when possible.
One of the major benefits of hiring a managed services company is the fact that the technician assigned to your account can be scheduled to work on a block-hours basis. You can easily find out how many block hours are left in the day. This helps to ensure that the technician does not miss any scheduled appointment. Another great benefit of these types of managed support services is that they can give advice on how to best utilize the technology in your company, depending on the particular needs of each department.
IT support technicians may be assigned to one of two levels,
first is known as level 1 support technicians and second is known as level 2 support technicians. Typically, level 1 support technicians are required to have at least a three-year professional experience in troubleshooting network and computer systems. They may have additional training based on the specific industry they work in. Most commonly IT support technicians begin their careers with short term contracts. This allows them to experience the system first hand, making them more skilled and knowledgeable. Many companies prefer to use short term technicians to ensure that they are not losing valuable staff due to a lack of experience when a problem occurs.
- There are several benefits of using IT support services with tiered structure.
- First, the technology services that are requested would depend on the specific needs of the business.
- The cost is also based on the needs of your company.
If you request a lower level IT support, you would get less than what you would if you request a higher level support model. For instance, your system could be completely down for a matter of hours. Therefore, the cost of your IT support would be based on the average number of hours it takes to bring the system back online.
In order to ensure that you have a smooth IT support process, the first level support technicians are typically call center agents. These individuals are trained to handle calls regarding both standard IT questions and complex IT support issues. However, because many businesses prefer to have technicians who work solely on standard queries, many companies have moved to their second tier support model, which is called tier two.