What does IT Support mean? IT Support refers to various services which entities offer to clients of particular technology products or services, usually based on Microsoft Windows based products. In simple terms, managed IT Support refers to support regarding technical issues with a particular product or service, and not providing full training, provision, or customization of that product, or any other support services apart from those IT Support. The termIT Support may also be used in case of software products or services, as in IT Service Support or Product Support. This means, for instance, that when calling up Microsoft support center for a Microsoft Windows based product, the customer would need to specify the product name and state the version number, and the tech support personnel would assist the customer in using the particular software product/service in a desired manner.
Microsoft provides support ranging from basic level to level 2, which is more complex.
The most common support is provided at the basic level. At this level, it refers to troubleshoot issues or providing general information about the software product/service, and nothing more. The customer may receive support at this level only if he has a reasonable ability to solve issues.
There are two levels in the support hierarchy, and these are first-line and second-line support. The first-line support is offered by technicians who possess an industry approved Microsoft technical license and is meant for troubleshooting issues with products which are manufactured by Microsoft. Certain processes, such as resetting of BIOS, defragmenting the hard disk, upgrading to a later version of Windows, repairing or reinstalling the operating system, or changing the language settings are meant to work with only first-line products. Such products are also referred to as “genuine” or” OEM”. Such products are the most expensive ones.
Second-line technical support is meant to work with slightly older versions of Windows, and is typically supported on machines that were purchased pre-installed with Windows 95. Some of the pre-installed versions of Windows are Vista. In case of a problem with such machines, the technicians offer support at the second-line support level. There are other circumstances where support at the second-line level is advisable. Under normal conditions, the user can take his machine to any authorized Microsoft service center, where the product can be fixed. This option is not available for refurbished or returned machines.
If the trouble happens after the original purchase, there is still no need
to take the machine to any other than the first-line support center, but such a visit does not help in getting the trouble fixed. The end user needs to know the name of the technician who attended the troubleshooting session, and should obtain a written quote for the repair work. The quotation should include the source and brand of the parts required, along with their quantity. Further information such as the exact time of the problem arising, who was at the end of the call, what happened while the trouble was being addressed, and what was the outcome of the entire session can only be understood by calling the technical support team that handled the original product.
Most computer systems come with manuals that need to be read thoroughly before making any use of them. They also have online help files, which provide detailed instructions to computer users on how to make use of a particular product. A technical support job description, in the form of a manual, describes how a customer service representative must interact with customers to help solve problems. It is therefore important that all manuals are well-read. In addition to the manuals, it is advisable to refer to online articles and blogs that deal with computer systems, to understand how such issues are best resolved. This is especially useful if the customer has a specific question regarding a particular part of the computer system.
- Technical support companies are very efficient in providing answers to questions concerning computer systems.
- There are many questions waiting for answers on how to configure certain programs or to adjust settings to resolve problems.
- The technical support company should always be ready to provide relevant information to their customers,
because answers provided by one customer cannot always provide an answer to another question. The support company should therefore have extensive knowledge about its products and about the systems they support.
There is no such thing as a perfect IT support company, since everyone has their own set of unique requirements. However, all IT support companies share some common characteristics that make them very successful. These include on-site availability, reliable, professional advice, comprehensive knowledge, fast response, competitive prices, and competitive service. A technical support company that has on-site availability is important because problems can only be solved when the technician is physically present. Since businesses have high operating costs, reliability is also very important. Computer systems do not work in an instantaneous manner, so the support company must possess the necessary skills and knowledge that will enable it to resolve problems as fast as possible.