IT support is an important part of computer systems. The basic purpose of computer systems and IT support services is to help computers function properly and keep users from annoying complications. Many people think that it is an easy job just to resolve glitches and issues. It is not as simple as this. The process of IT support involves many levels of expertise.
IT Support is mostly provided by IT support professionals. IT support managers are well aware of the software on which the particular system is based on. Therefore, basic support level involves resolving basic technical issues such as virus or worm infestations or even simple user errors. IT support managers are well aware of every feature and function of a system and they know how to resolve these issues.
There are different tiers of IT support. First off, there is basic level IT support that is offered to all customers. This level of support consists of resolving basic problems that computer users face. For technical support purposes, this level is considered as one of the easiest forms of IT support to undertake.
When a customer calls in a technical issue, the first thing the support company will do is assess the problem. In some cases, the technical team may suggest a fix, where in other times they might refer the client to a more technical team for a more complex fix. After fixing the issue, the customer can call back again with a detailed description about the problem and a time frame for when the issue can be resolved.
Another form of IT support level is what is known as managed service level (MSL). With a managed service level, the support team will make sure that the work is done on time. The customer service representatives can easily monitor the progress of the project by logging into the remote management tools. They may include the ability to manage their files, servers, and even their applications. The MCL works in conjunction with the SLA to ensure quality customer service.
There are also third-party tiers that are included in the IT support system. These third-party technicians are known as technical assistants, or TAs. An assistant can be dispatched to troubleshoot issues that involve laptops, desktops, servers, printers, and other peripherals.
For businesses, the most common IT technical support level is first level or LASIK. This technician level involves making small incisions in one’s eye. The incision is made so that a laser will be able to reshape the cornea. It is through this procedure that a person can get rid of a need to wear glasses or contacts. The technicians at this level are not allowed to perform any type of surgery.
On the other hand, the IT support systems that have two or more tiers usually have different levels of services. The first service tier is for basic troubleshooting. If an issue arises with a laptop, a simple chat with a support representative can help determine if it is a hardware or software problem. If it is a software issue, they can diagnose the problem and suggest the best way to fix it. If the issue is hardware related, the technicians at this level will be able to repair televisions, computers, and printers.
Next, there is the level 3 support which is sometimes referred to as technical support management or engineering support. At this level, a tech will help design the infrastructure of a company. They will help build data centers and other networks. They will also assist with the creation of the company’s network planning and management. These technicians are the ones who are responsible for setting up company intranet and internet policies and procedures. They are also heavily involved in the maintenance of these websites.
The third IT technical support tier consists of technicians that will handle all types of media and devices. This can include computers, laptops, printers, and servers. It can also include telecommunication devices such as cell phones and handhelds. This is because the IT technical support staff must also work with the network team, which has two or three different tiers. Thus, they help to develop a company’s IT infrastructure from the ground up and make sure that it is set up properly.
An IT team may include one or more of these departments, depending on the size of the business and the requirements.
It may also include a change management team. IT support staff may include one or more of these departments.