IT support refers to various services which entities offer to clients of certain technologies products or online services. In simple terms, IT support provides technical assistance regarding specific technical issues with a particular product or service, instead of providing proper training, distribution, or modification of that product, or any other support services either onsite or remote. The most common managed IT support services provided by companies include software development, software product support, server support, network security, and troubleshooting. Outsourcing these IT services is a cost-effective option for large and small organizations across the world.
Hiring IT support staff for performing these functions is very convenient for customers.
The IT specialist can easily resolve hardware or software related issues in the company. Often, this process involves providing manuals to the customer on the specific steps to be followed in solving their issues. On most occasions, specialists fix the technical problems by providing advice on how to modify their programs or the removal of viruses or malware from the computers.
To become an effective IT specialist, one must possess the basic knowledge on information technology. Generally, bachelor’s degree holders are preferred to work as IT support personnel, because they already possess the basic computer programming skills, and most often, they already have work experience. However, a degree or diploma is not enough; a person also needs to possess good people skills, since a typical IT specialist will deal with some of the most important individuals in the office, such as customers, suppliers, and employees. Therefore, a good IT specialist should be able to build good relations with different personalities in the office environment. This will make him a reliable and valuable employee in the IT department.
In order to establish IT support tiers, the first step entails training candidates in the basic skills required for resolving problems with IT products and software. Afterward, they must be provided with on-the-job training for additional IT support skills. The initial IT support level is the lowest one, which are usually reserved for those who joined the company on the very first day and worked his or her way up the ranks. It is a recognized job role, and there is no limit to how many tiers can be reached.
Offshore IT support is provided by companies that have their own data centers located on another country, usually in Asia, for example, in the Philippines. Offshore IT support is a relatively new concept, and not all foreign companies offering this kind of support services have made it to the stage of being recognized by government agencies. However, most offshore IT support services providers have been providing quality IT support services for a number of years, and their expertise is widely recognized. The Philippines is a popular destination for IT outsourcing activities because the country boasts of an ideal location for establishing a data center, a highly technical and rapidly growing economy, and a population that has become highly educated about IT and related services. Thus, there are opportunities for Filipino service providers to establish an offshore operation in the Philippines.
Managed services are IT support companies that specialize in providing
hardware, software, and other IT support services to small and medium-sized businesses (SMBs). A number of multinational corporations (MNCs) and Information Technology associations offer managed services for SMBs. These companies typically assemble a customized team of professionals to handle customer queries, provide technical support, and train users on the use of new technologies. Some of these companies also provide IT support for their client’s data and applications on a long-term basis. They are able to set their prices based on the size of their client’s IT infrastructure, including servers, workstations, network, storage, and networking.
- There are different types of IT support services, depending on the nature of IT requirements and the needs of the client.
- For e-mail solutions, there are e-mail archiving, security, spam control, and handling, antivirus, and address lists management.
- On the other hand, different types of hardware include desktop, laptop, tablet PCs, network servers, mainframes, and gaming console.
These different types of IT support services can help an organization achieve flexibility, scalability, and improved productivity. Different vendors offer different types of IT support services, and one should carefully select the right vendor.
One important aspect in IT support services is training. Since new technology always poses risks, organizations need to be aware of issues that may arise from introducing the new technology into their business. A good training program should help managers learn how to handle IT issues that may arise during the introduction of a new technology in the workplace. This will ensure that organizations can prevent the negative effects of introducing new technologies in their workplace, such as security risks, consumer complaints, and employee burn-outs.