IT support refers to services which entities offer to users of technological products or online services, instead of providing customized training, distribution, or modification of these products. It is usually provided by a third-party support company. This support can be for an organization’s IT infrastructure, software applications, hardware, and networking infrastructures. The main IT support function is to solve problems and issues that might arise out of a lack of knowledge, expertise, or maintenance of IT systems.
The IT support companies offering managed services to organizations use certain standard methods and processes in managing IT systems. An IT support company usually employs these methods as per the requirement of the organization. For example, for a large organization it may use a Web site or email support to manage its IT networks and data centers. A small company usually uses phone support or a personal computer to do its IT support. Different IT support companies have different ways of managing IT infrastructures. Some use information technology asset management (ITMA), while others use software asset management (SATA).
There are many advantages of using IT managed services.
These include cost saving because the organization need not invest in the training of IT technicians. Also, since an IT technician does the IT support jobs only when requested by an organization, the cost involved in employing additional staffs for onsite training is also saved. Most support companies also provide the necessary equipment like routers, network servers, computer software, storage devices, etc., so that the organization need not purchase these items from outside vendors. They also provide training related to new technologies or maintenance of old hardware so that the technicians are properly trained to handle new technologies.
There are disadvantages of IT managed services too.
One disadvantage is that there may be a short time lag between hiring a technician and receiving his equipment after his hire. Sometimes, it can take up to two or three months for a technician to get his equipment. A large IT support company usually employs on-site technicians who have been properly trained by the organization. Also, the organization might reimburse the expenses incurred by the technician in the event that he gets injured while on duty. This advantage exists only in the case of on-site technician support rather than remote or virtual support company technicians.
There are benefits and drawbacks of IT managed services provided by on-site or remote support companies. Remote technician support reduces the cost incurred for employing qualified, experienced professionals. The reimbursement benefit is also very important because it helps the organization to save on the cost of employing technicians. It also saves on training costs. However, most people feel that a small organization cannot afford to hire a technician who will be required regularly to solve tickets and provide answers to queries.
On-site technical support is provided for equipment like networking hardware, computers, routers, switches, security systems, and so forth. The organization might hire a person who has been trained in handling hardware and software problems. In such cases, the person has a valid license issued by the government. It is important to provide technical support services only to genuine customers. IT technical support staff should always be trained to provide assistance only to those customers who require help. If any customer makes use of a product that is not designed for his type, the customer needs a different solution.
On-site technical support staff members possess an in-depth knowledge of their specific field. The in-depth knowledge helps them to resolve hardware problems more efficiently. IT support staff trained to solve specific hardware issues may not know anything about operating a server, for example. A specialist in a particular domain can help you install a server effectively without needing to know much about the server.
It is important to hire only skilled and trained professionals. An IT professional with years of experience in handling different kinds of hardware will provide better IT support services than someone with limited knowledge of different kinds of hardware.
- An expert IT support specialist can help you get information technology running smoothly.
- Only an expert can help you get information technology running smoothly.
- They should possess basic knowledge of operating systems, information technology, web hosting and so on.