IT support includes the entire range of services provided that aim provide assistance to technological infrastructure. IT support is responsible for ensuring that all machines, tools and equipment in a company's technology system are working properly.
Understand what IT support is and what the industry's responsibilities are.
IT support encompasses all services that provide assistance for the correct use, maintenance and implementation of a company's technological resources.
As you can imagine, this is an essential sector for the optimal functioning of any type of organization that has at least a simple computer network. After all, technology is an integral part of everyday life for any business today.
Have you ever stopped to think about what activities are possible to carry out in a company without any kind of technological support? You, at the very least, use computers, internet and some management software to carry out your daily tasks.
Therefore, even the smallest companies need an available IT support team. It is clear that, often, a small company does not have the budget to maintain its own information technology sector. However, this is no reason to remain vulnerable to security breaches and breaches when it comes to technology.
Today, there are numerous options for outsourcing IT support. They are scalable and highly effective alternatives, perfect for ensuring the smooth operation and growth of companies of all sizes.
However, before hiring an outsourced IT support service, it is essential to better understand the technological needs of your business. This is also true for entrepreneurs who intend to have a sector specialized in IT support within the company.
How an IT technical support sector works
As you study about IT support, you will likely come across terms like h elp desk and service desk . Although the terms are very similar – even being often given as synonyms, there are differences between these two services.
The help desk is the first level of service in support. This means that it is common to answer calls that are simpler or focused on a single platform, such as problems with internet access, difficulty in using devices and problems with some specific software.
The service desk, in turn, involves more complex demands, which often require highly qualified professionals. Typically, they involve meeting specific demands of the company's IT sector. Therefore, they provide strategic assistance in the implementation and maintenance of the company's IT infrastructure.
It is also worth noting that IT support can be performed remotely or in person. Later in the text, we will better discuss the details of each of these modalities. However, it can be said that both will be used by most small and medium companies.
For simpler issues (those resolved by the help desk ), remote support is usually sufficient. It's much cheaper and more practical to solve small problems this way.
On the other hand, service desk demands usually require the presence of a specialized technician on site. Often, to solve a problem or implement a new solution, the IT professional is required to have physical access to machines or software.
Despite this, the professional can also be called remotely, depending on the situation. This is the case, for example, with software configuration problems that can often be solved from a remote terminal.
What is the IT Technical Support Sector?
Understand what IT support is and what the industry's responsibilities are.
IT support encompasses all services that provide assistance for the correct use, maintenance and implementation of a company's technological resources.
As you can imagine, this is an essential sector for the optimal functioning of any type of organization that has at least a simple computer network. After all, technology is an integral part of everyday life for any business today.
Have you ever stopped to think about what activities are possible to carry out in a company without any kind of technological support? You, at the very least, use computers, the internet and some management software to carry out your daily tasks.
Therefore, even the smallest companies need an available IT support team. It is clear that, often, a small company does not have the budget to maintain its own information technology sector. However, this is no reason to remain vulnerable to security breaches and breaches when it comes to technology.
Today, there are numerous options for outsourcing IT support. They are scalable and highly effective alternatives, perfect for ensuring the smooth operation and growth of companies of all sizes.
However, before hiring an outsourced IT support service, it is essential to better understand the technological needs of your business. This is also true for entrepreneurs who intend to have a sector specialized in IT support within the company.
How an IT technical support sector works
As you study IT support, you will likely come across terms like help desk and service desk. Although the terms are very similar – even being often given as synonyms, there are differences between these two services.
The help desk is the first level of service in support. This means that it is common to answer calls that are simpler or focused on a single platform, such as problems with internet access, difficulty in using devices and problems with some specific software.
The service desk, in turn, involves more complex demands, which often require highly qualified professionals. Typically, they involve meeting specific demands of the company's IT sector. Therefore, they provide strategic assistance in the implementation and maintenance of the company's IT infrastructure.
It is also worth noting that IT support can be performed remotely or in person. Later in the text, we will better discuss the details of each of these modalities. However, it can be said that both will be used by most small and medium companies.
For simpler issues (those resolved by the help desk ), remote support is usually sufficient. It's much cheaper and more practical to solve small problems this way.
On the other hand, service desk demands usually require the presence of a specialized technician on site. Often, to solve a problem or implement a new solution, the IT professional is required to have physical access to machines or software.
Despite this, the professional can also be called remotely, depending on the situation. This is the case, for example, with software configuration problems that can often be solved from a remote terminal.
Face-to-face IT support: advantages and disadvantages
Discover the positive and negative characteristics of face-to-face IT support.
Face-to-face IT support is typically associated with the most complex issues in the industry. In particular, those that originate from hardware – that is, from machines and computers. It is a more specialized type of service that requires more time, as the professional needs to travel to the company.
See its advantages and disadvantages below.
Advantages of face-to-face IT technical support
Many technology-related issues, unfortunately, still cannot be resolved remotely. Thus, face-to-face support becomes mandatory for solving these problems.
A company that is implementing or updating some type of software or hardware will likely need to have an on-site technician. Only then will it be possible to install machines or certain software.
In addition, face-to-face support usually provides the technician with a more specific view of the problem. With this, it is possible to identify the causes with greater precision and speed, without depending on the description of laymen.
Check out a list of the main advantages of this type of IT support:
ensuring the specific identification of the problem, as the technician does not need to rely on third-party reporting;
greater chances of assertiveness in solving the problem, as the service is provided based on the professional's own assessment;
the professional can better assess the real needs related to infrastructure.
Disadvantages of face-to-face IT support
In addition to taking longer, this solution is often much more costly for companies. The reason is that, generally, it is necessary to schedule the visit of a highly specialized employee. After that, he will need to physically travel to the company, which will consume more time and other costs.
See a list of the main disadvantages of this type of IT support:
even simple problem solving will take much more time than it should, which can compromise productivity;
the costs of face-to-face support are very high compared to remote support.
Remote IT Support: Advantages and Disadvantages
Understand the strengths and weaknesses of remote IT support.
Most of the problems with the IT sector of companies can be solved remotely, especially today, in the era of cloud storage. Currently, most data can be accessed from any terminal.
This is great news for anyone looking to save time and money with their IT – that is, every entrepreneur.
Check out the advantages and disadvantages of the remote IT support model below.
Advantages of Remote IT Support
As we mentioned, this option is much cheaper for companies. The service is also usually much more agile, as it is not necessary to make appointments and there is no displacement of professionals.
Another good news is that most day-to-day problems are easily resolved through remote IT support.
The following is a list of the main advantages of remote IT support:
the remote option saves time, as it is possible to solve the problem as soon as the manager calls the professional;
it is a much more agile solution, reducing downtime and preserving team productivity;
offers excellent value for money, especially for smaller companies.
Disadvantages of Remote IT Support
Unfortunately, there are still some limitations on remote IT support. For example, if the problem is in the computers, or in the company's network infrastructure, it will be necessary to resolve the situation in person.
However, this is one of the only limitations on this type of service. And, with the popularization of resources such as cloud storage, the trend is that this becomes less and less of an obstacle.
Another feature of remote IT support that can present some obstacles is the technician's dependence on the customer's description of the problem. Collaborators not trained in identifying the important details of the problem can cause the problem to spread.
See a list of the main disadvantages of this type of IT support:
the manager reporting the issue to the IT support professional must be able to accurately describe the details of the issue. Non-specialized contributors find it difficult to detect important details;
this and other communication difficulties can extend the downtime period and make it difficult to effectively resolve the problem;
it may not be a suitable solution for large companies that have more complex infrastructures.
Manage your IT team's actions intelligently
The choice between face-to-face or remote IT support is highly dependent on your company's needs. However, it is worth remembering that most organizations may need both solutions depending on their current demands.
The most important thing is to have an effective and complete platform to manage the actions of your teams and, preferably, one that offers intelligent automation options. That way, your managers will spend less time doing repetitive tasks, leaving them free to focus on what they do best. And, of course, also optimizing the work of the rest of your team.
Milvus platform offers perfect solutions for your company. It is an intelligent IT management and support system. Our tools enable process optimization, which results in increased productivity and efficiency in delivering results.
All this, of course, without having to invest exorbitant amounts in changing your company's IT infrastructure.
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