Imagine that it's your work-from-home day. You have important deadlines to meet and feel pumped and all prepared to “crush it”. Bright and early in the morning, you turn on your laptop and bad luck suddenly hits you. The dreaded “Blue Screen of Death” also known as "system crash" stares back at you from your screen. It's a scenario no one wants to imagine, let alone be in. But it does happen.

Now imagine you are in the office waiting to join a video call and all of a sudden you can’t connect to the Internet. You check with your colleagues in the adjacent cabin and they can’t connect either. In fact, everyone on the floor has lost network connectivity. This time, it’s not just you but the entire business that has come to a complete stop - another scary scenario no one wants to be in.

How do you get out of such dire situations? Yes, you call your IT team.

In our highly digitized world, information technology (IT) plays an undeniable role in keeping us connected and productive. From managing cloud environments and physical networks to providing support for everyday technology issues, IT support services provide the foundation on which all modern organizations run.

In this blog post, I discuss IT support in detail including what IT support is, what IT support technicians do, how businesses benefit from such services, and how to choose the right vendor for your IT needs.

IT Support is the technical assistance provided to users when they face any issue with their information systems or devices. This support ranges from simple tasks like password resets and software installations to more complex issues such as system crashes and malware.

From a business perspective, the purpose of IT support is to help employees use devices, applications, and services efficiently without any interruptions emanating from technical issues. So IT support is primarily concerned with helping users solve technical problems they face when using devices, systems, and applications.

Here’s how IT Support works- when a user comes across a technical problem, they reach out to IT support via email, phone, or a ticketing system and an IT Support consultant helps fix the problem. That’s the reason why IT support is also called help desk, customer support, or service desk.

The need for IT Support is not restricted to technology-intensive businesses. Every piece of technology or software is fallible and will require some level of support throughout its lifecycle. While capital-heavy IT projects such as network upgrades, server migrations, etc. get all of the attention, it is the day-to-day technical support that forms the bulk of IT work for most businesses.

IT support is critical in ensuring that your employees are able to function efficiently with little to no downtime. So, for any business that wants to run its operations smoothly and efficiently, investing in IT support is a must.

There are different types of IT support that an organization can utilize. IT support is typically categorized based on ownership, type of service, and location.

Based on ownership:

• In-house IT Support

In many small and medium-sized businesses, the tasks of troubleshooting IT issues fall on their most tech-savvy employee. Often, helping others with their IT issues takes up all the time of these high-caliber individuals, leaving them unable to perform the actual job they were hired to do in the first place.

• Outsourced IT Support

Outsourcing IT support to a vendor is a common business strategy adopted by organizations that want to reduce operational costs and stay lean. While outsourcing brings many advantages to all business functions, it is especially beneficial to IT support.

IT requires very specific knowledge and skills, which need to be kept up-to-date through regular research, training, and certifications. For most small and medium-sized organizations, such long-term investments rarely provide a return on investment (ROI). So, outsourcing their IT support needs makes perfect sense.

Based on the service model:

• Break-fix IT Support

As we mentioned earlier, IT support is primarily concerned with fixing IT issues. When a device or application breaks down, you call IT support and they fix the problem. This as-needed or on-demand service is known as the “break-fix” model of IT support.

• Fully Managed IT Support

Modern-day IT support is not restricted to fixing breakdowns. IT support can be utilized to implement, monitor, and manage systems, processes, and technologies that enable the organization to achieve its business goals and objectives.

This model of IT support, which creates, maintains, and optimizes information systems and business processes necessary to accomplish the organization’s business goals, is referred to as a fully managed IT support model.

Based on the location:

• On-site IT Support

On-site IT support refers to the technical support services provided by an IT technician who is physically present on the office premises. Although not all of the tasks carried out by the technician require them to be physically present in the office, the ability to “drop in” to chat face-to-face or physically inspect a problematic device is reassuring and promotes a happy working environment.

• Remote IT Support

Remote IT support can mean two different things. First, it refers to the technical assistance provided to the employees of an organization by a vendor located off-site. Second, it may also refer to the IT support provided to employees working remotely by in-house or outsourced IT support.

With telecommuting and global employee mobility becoming increasingly popular, the ability of an organization to provide efficient IT support to its remote employees is critical for ensuring a productive as well as secure work environment. 

Typically, IT support teams are responsible for maintaining the technology systems of an organization. They are tasked with ensuring that hardware and software systems are functioning correctly and troubleshooting any issues that may arise. In addition to diagnosing and fixing technical problems, IT support technicians are also responsible for educating users on how to use technology products and services effectively.

The scope of IT support services can vary depending on the needs of an organization. Some businesses may require only basic helpdesk support, while others may need more complex security and compliance services. But, IT support services typically include the following:

• Helpdesk Support

Helpdesk support refers to the basic technical assistance required by users who experience issues with their devices or technology services. Examples of helpdesk support issues include password resets, software installations, and similar basic technical issues.

• Network Management

Network management refers to the monitoring and maintenance services for an organization’s computer network. In addition to troubleshooting and fixing network and WiFi issues, it also includes network performance monitoring and network security as well as procurement, installation, and maintenance of network servers, routers, and firewalls.

• Data Backup And Recovery

Data backup and recovery is an important part of modern IT support services. This involves the implementation and monitoring of a data backup and recovery plan, including onsite physical as well as cloud backup services. These services are a critical part of an IT strategy since they ensure that you can get your business back to the usual operational level quickly in the event of data loss or disaster.

• Cloud Services

Cloud services involve selecting the right cloud setup, namely, public, private, or hybrid, migration, security, and compliance in the cloud, as well as ongoing support and maintenance.

• IT Security

IT security or cybersecurity most commonly involves dealing with viruses, malware, and phishing. But, behind the scenes, it includes a wide variety of tasks including security audits, compliance support, phishing simulations, security awareness training, etc.

IT support technicians are responsible for providing a wide variety of technical assistance to users of technology products and services. Here’s a list of tasks that is typically executed by IT support technicians:

• Troubleshooting and resolution of common computer issues related to usability and functionality.

• Providing accurate information related to computers, networks, security, and applications.

• Handling device service, repairs, and maintenance.

• Tracking and managing service requests using a ticketing system.

• Coordinating with other service providers or vendors to resolve technical issues.

• Recommending improvements to systems, processes, and devices.

• Implementing industry best practices.

• Providing training on software, applications, policies, and cybersecurity best practices.

• Maintaining extensive documentation of issues resolved, systems implemented, and best practices adopted.

For an in-depth look into what the job of an IT support specialist entails, check out our blog post: What Is An IT Support Job Like? 

Businesses can derive numerous benefits from using IT support services. Here are some of the most important ones:

1. Increased Productivity

IT support ensures that IT systems are running smoothly, allowing employees to focus on their work without interruptions. This helps increase efficiency and the overall productivity of the organization.

2. Reduced Downtime

Continuous monitoring and regular maintenance performed by IT support services helps prevent unplanned downtime as well as quickly resolve issues that cause downtime. This is instrumental in preventing loss of revenue and reputational damage caused by unplanned downtime.

3. Better Security

IT support services help businesses protect their systems from cyber threats such as viruses, malware, and hackers. In addition, they can also help businesses stay compliant with legal and regulatory compliance requirements.

4. Cost Savings

Outsourcing IT support services helps businesses save on the cost of hiring and training in-house IT staff. It also brings predictability to costs, helping plan IT investments better. Even if you have an in-house IT team, they will have a limited set of skills and expertise and will need outside assistance for infrastructure projects, security, and compliance needs that are outside their expertise.

5. Scalability

IT support services allow businesses to scale up or down as needed, without having to worry about hiring, training, or retention. Using outsourced IT support also means that you will have access to an experienced and well-staffed IT team that is always available, never out sick, or on vacation. 

Choosing the right IT support provider is crucial for ensuring that your business receives the best possible service. Here are some factors to consider when choosing an IT support provider:

• Experience

Experienced IT support providers are better equipped to handle complex IT issues because they have likely encountered a range of IT problems, allowing them to diagnose and resolve issues quickly and efficiently.

Additionally, experienced IT support providers are more likely to have a better understanding of the needs and challenges of different businesses, which makes them better positioned to anticipate and proactively address potential IT issues before they arise. This in turn can save your business time, money, and resources.

So, you should look for an IT support provider with a proven track record of delivering high-quality services. Check their references and customer reviews to get a sense of their experience and reputation.

• Expertise

Ensure that the IT support provider has expertise in the specific areas that your business needs help with. While all IT support providers should be able to handle basic helpdesk support, not all will have experience in network management, cloud services, security audits, etc. With the growing adoption of remote work, organizations will be in need of location-agnostic services such as device lifecycle management and not all vendors will have the capabilities to provide such services.

So it is prudent to look for IT support providers that specialize in the area that you need help with. For example, if you need help with onboarding and offboarding, look for an IT support provider that specializes in it.

• Security And Compliance

The importance of security and compliance is twofold. First, an IT support provider must have the expertise to help your business with its security and compliance requirements. Second, the tech support agents will have access to your devices, networks, and sensitive user information. This increases your organization’s exposure to security threats and you need adequate security controls in place to mitigate security risks that originate from the vendor.

Therefore, look for IT support providers who are serious about their security. A simple way of doing this is to ask if they are compliant with regulatory requirements such as System and Organization Controls 2 (SOC 2) or for their latest security audit report.

• Availability

Look for an IT support provider that is available where you need them. This could include on-site as well as remote support or extended business hours.

• Communication

As a business owner or manager, you must have clarity over your IT systems and processes. It’s not a good sign if your vendor keeps you in the dark about technical issues. They should be able to explain technical issues in plain language and keep you informed about the status of your IT systems. So, look for an IT support provider that communicates clearly and regularly with you.

• Cost

The cost of IT support services is often the most dominant factor when choosing a vendor. However, the cost should not be the primary factor in your decision-making process. Poor IT support that is unable to efficiently handle your day-to-day IT support requirements can cost you upwards of $6,876 per employee per year. So, it’s important to choose a provider that can deliver high-quality services that meet your business needs.

For a more comprehensive guide to selecting an IT service provider, refer to our blog post How To Choose The Right IT Service Provider For Your Business?

Conclusion

IT support services are a critical component of modern business operations. They help businesses maintain their IT systems, reduce downtime, improve security, and increase productivity. Therefore, choosing the right IT support provider is crucial for ensuring that your business operations run efficiently and without interruptions. 

Are you looking for a fast, friendly, and reliable IT services provider that fulfills all your business needs? Reach out to us by clicking the button below to get access to a one-stop shop for all your IT needs.

If you liked the blog, please share it with your friends