- When Could You Possibly Need to Call For IT Support?
When Could You Possibly Need to Call For IT Support?
- By Simona Rusnakova
- Published 04/4/2012
This article was submitted by Simona Rusnakova, SEO Marketing consultant of 3r.ie, on behalf of Office Technology who sell photocopiers, office printers, document management software, it support and office furniture in Dublin, Ireland.View all articles by Simona Rusnakova
What is IT support?
IT support is the technical support that you get when you have problems with certain electrical appliances like computers and software programs. This support is in place to help you solve a problem with the item or program that needs specialist knowledge. There are a number of ways that this support can be had and that is by telephone, email, online chat support and even home visits from technicians.
There are also different types of support that you need to be aware of. One is time and material which is the most common type of support. You will also get block hours where you buy a few hours from the technician at a lower rate. The last is managed services which is when a company will get the services of a technician on an ongoing basis. These services will usually be pre-defined and paid for on a flat rate.
What are the IT services?
IT services are usually divided into a number of different tiers. It is important that you are aware of what each tier does and does not do. The first tier is basic customer issues. The support technician in this tier will collect all the information from the customer and then determine what the underlying issue is that
Tier two will deal with the more in-depth IT support. The technicians in their tier will be able to deal with more complex problems that require a bit of special knowledge. They will also be responsible for reviewing the work done by the tier one technicians. Some of the things that this tier are responsible for include onsite installations, the replacement of hardware, diagnostic testing and software repairs.
The last tier of IT services is tier three. All of the difficult and advanced problem will go to this tier for solving. The technicians in this tier will be experts in their fields so that they can offer the best type of support. If the lower tier technicians have been unable to solve a problem it will be sent to this tier.
What is IT service management?
IT service management is usually centred on the customerís perspective of the contribution of IT services to people or a business. This management tries to focus less on the technological part of the service but more on how they relate to their customers and help them. The management will usually be concerned with what is called back office or operational concerns. The actual software or hardware is not focused on but rather the staff and users are the important focus.
IT support is something that you will get with most electronics you will own. Of course knowing when to call is also very important. The rule of thumb would be that if you cannot fix it yourself call support. This does not mean that you should try first and then call if it doesnít work.