IT support refers to professional services which organizations offer to end users of various IT products or services.
In simple terms, IT support provides assistance regarding certain technical issues with a particular product or technological service, rather than offering specialized training, distribution or modification of the software, hardware or service itself. In some cases, IT support may be offered as a stand-alone service to help users find answers to questions or get software updates. But in most cases, IT support is provided by computer service providers or companies who provide specialized computer services and products to business and organizations. The services they offer include fixing hardware and software, troubleshooting, upgrading and maintaining computers and their networking equipment.
Today, most businesses and organizations utilize user IT support 247. IT support team can assist in network management, data recovery, security measures, desktop support, server support, application support, software support and desktop support. The support team can also assist with training and educating the end-users on computer and networking issues and equip them with the necessary knowledge to handle IT support issues.
One of the IT support team’s functions is to resolve problems. This can be done in a number of ways. The first way in which they can resolve the problem is by sending out technical personnel to attend to the call. Technical personnel from the support team will walk up to the customer and personally discuss the problem.
In addition, they can use online chat facilities. An online chat facility allows tech support services to connect directly with the customers and their IT support departments. Through this live chat facility, an IT tech support representative can monitor a customer’s problem and answer questions pertain to it, if needed.
The other way in which an IT tech support representative can help resolve the problem is by using remote monitoring. Remote monitoring enables an IT technician to access the computers of customers via remote desktop connection. Through this method, the customer will be able to see the screen of his or her computer. This allows the representative to know whether the problem has been solved or not. If not, the customer can still connect to the service provider via remote desktop but the problem would not be noted as resolved when connected to the internet.
When the problem is not resolved, tech support professionals from the different IT service providers
can take the hardware, software and documentation for evaluation. Based on the evaluation results, the IT support company can recommend solutions, which may include the re-installation of software or hardware, upgrades of specific software components or hardware components, or a combination of these solutions. The IT support professional can also advise on the best method of repairing the system. The recommendations may include changing the hardware or software components, installing updates or patches, upgrading the applicable drivers, formatting the affected system and so on.
- IT support staff can also train customers on how to deal with the system if they do need re-installation or repair of hardware components.
- It may include training on common problems like blue screen, error message, black screen and so on.
- The training may include practical demonstrations or demonstration in the office of IT support staff.
It may also include hands-on practice sessions through remote connections, web conferences and video conferencing. The training may also include troubleshooting methods and common troubleshooting steps. Based on the recommendation of the client, it may include education on how to troubleshoot specific IT support issues such as itsm, card defragment, FAT32, NTFS errors, etc.
IT support level 2 support includes troubleshooting methodologies which are more detailed and specialized. Itsm typically refers to a situation where the particular program or hardware file contains a problem. A customer-tester would usually be able to resolve its problems on his or her own. The IT support services provided by this support level involve customized software tools to address particular needs of its clients.