it support (also tech support) is a range of services providing assistance with technology products such as mobile phones, televisions, computers, or other electronic or mechanical goods. In general, it support services attempt to help the user solve specific problems with a product—rather than providing training, customization, or other support services.
Most companies offer it support for the products they sell, either freely available or for a fee. it support may be delivered over the telephone or online by e-mail or a web site. Larger organizations frequently have internal IT support available to their staff for computer related problems. The internet is also a good source for freely available tech support, where experienced users may provide advice and assistance with problems. In addition, some fee-based service companies charge for premium IT support services.
With the increasing use of technology in modern times, there is a growing requirement to provide IT support. Many organizations locate their IT support departments or call centers in countries with lower costs. There has also been a growth in companies specializing in providing IT support to other organizations. These are often referred to as MSP's (Managed Service Providers)
For businesses needing to provide IT support, outsourcing provides them with the ability to maintain a high availability of service. This comes as a result of peaks in call volumes during the day, periods of high activity due to the introduction of new products and maintenance service packs, and the necessity to provide consumers with a high level of service at a low cost to the business.[3] For businesses needing IT support assets, outsourcing enables their core employees to focus more on their work in order to maintain productivity.[4] It also enables them to utilize specialized personnel whose IT knowledge base and experience may exceed the scope of the business, thus providing a higher level of IT support to their employees.
IT support is often subdivided into tiers, or levels, in order to better serve a business or customer base. The number of levels a business uses to organize their IT support group is dependent on a business’ need, want, or desire as it revolves around their ability to sufficiently serve their customers or users. The reason for providing a multi-tiered support system instead of one general support group is to provide the best possible service in the most efficient possible manner. Success of the organizational structure is dependent on the technicians’ understanding of their level of responsibility and commitments, their customer response time commitments, and when to appropriately escalate an issue and to which level.[5] A common support structure revolves around a three-tiered IT support system.
Tier I
This is the initial support level responsible for basic customer issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level IT support functions. The first job of a Tier I specialist is to gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem.[5] When analyzing the symptoms, it is important for the technician to identify what the customer is trying to accomplish so that time is not wasted on “attempting to solve a symptom instead of a problem.” [5] Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. IT support specialists in this group typically handle straightforward and simple problems while “possibly using some kind of knowledge management tool.” [6] This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues.[7] Nevertheless, the goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.[7]
Tier II
This is a more in-depth IT support level than Tier I containing experienced and more knowledgeable personnel on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced IT troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel solve basic IT problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.[7] However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular customer. This is a key element in meeting both the customer and business needs as it allows the technician to prioritize the troubleshooting process and properly manage his or her time.[5] If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to the Tier III IT support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the intricacies of a challenging issue are solved by providing experienced and knowledgeable technicians. This may include, but is not limited to onsite installations or replacements of various hardware components, software repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.
Tier III
This is the highest level of support in a three-tiered IT support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues. Note that Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the customer so that the work is prioritized and time management is sufficiently utilized.[5] If it is at all possible, the technician will work to solve the problem with the customer as it may become apparent that the Tier I and/or Tier II technicians simply failed to discover the proper solution. Upon encountering new problems; however, Tier III personnel must first determine whether or not to solve the problem and may require the customer’s contact information so that the technician can have adequate time to troubleshoot the issue and find a solution.[7] In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem.[7] Once the solution is verified, it is delivered to the customer and made available for future troubleshooting and analysis.
Tier IV
While not universally used, a fourth level often represents an escalation point beyond the organization. This is generally a hardware or software vendor. Within a corporate incident management system it is important to continue to track incidents even when they are being actioned by a vendor and the Service Level Agreement (or SLA) may have specific provision for this.
Remote PC repair or Remote Computer Repair is a safe, secure and fast-growing method for troubleshooting software related problems via remote desktop connections [9]. Technicians use appliances like Bomgar or software services such as TeamViewer or Logmein Rescue, permitting the technician to access the user's desktop via internet connection (broadband or dialup), anywhere in the world. With the user's permission, the technician can take control of the user's mouse and keyboard, transfer various diagnostic and repair applications to the user's desktop, run scans, install antivirus programs, etc. If the remote service permits it, the technician can even reboot the PC and reconnect remotely to continue his work without the user needing to assist. The technology is being embraced by many people as it saves them from hauling their PCs to a shop and waiting weeks to get it back. Another benefit is the lower operating cost, as they have no shop to maintain, no transportation or expensive fuel costs to pay, and no lost time in transit. As a result, they can offer high quality repairs at a fraction of the price proposed by traditional repair shops.They can also cover a global marketplace.
Remote PC repair services are extremely cost effective and generally offered with a no-fix-no-pay policy, which means that the customers don’t have to pay if the issue is not resolved. These repairs are popular as IT support, online computer help, and onsite IT support. With an increase in online resources, there are many companies to get exclusive remote support at competitive prices.
Common repairs available with online computer support providers are computer virus and spyware removal, computer optimization, registry repair, device driver issues, Web related issues,and Windows security updates.
Not all repairs can be fixed using remote PC repair. It can be of no help to computer hardware with physical damage. Remote repair is ineffective for computers that are not able to boot, though some companies can help reinstallations by phone, then take over as soon as an internet connection has been reestablished to complete the reinstallation process.
