IT Support

IT support is a service that is responsible for providing technical assistance, hardware or software, to an organization and its customers. In other words, IT support solves problems, difficulties, or questions related to applications, contact networks, platforms, and everything related to information technology; within the technological area of the organization.

Through IT support, customers can be guided to solve problems; but he also has the responsibility to solve problems that may arise in the organization around technology. This includes applications, software, web pages, computers, and smartphones, among others.

Likewise, it is important to note that IT support not only provides a face-to-face service; rather, it makes use of a variety of means to obtain the solution of a problem in the most convenient and effective way possible. Therefore, through IT support, guidance is provided by telephone, email, and chat, among other means. This is essential for saving resources.

Area functions

IT support represents the primary avenue of assistance when technology-related difficulties arise. Among the main functions of this service, the following stand out:

• Actively assist customer queries related to the technology area.
• Assist customers with technology configuration, maintenance, and troubleshooting; even remotely.
• Efficiently diagnose problems and carry out the necessary actions to achieve a solution in the shortest possible time.
• Manage the products and services of the organization related to the technological area.
• Monitor the proper functioning of the technological platforms of an organization.
• Delegate the treatment of the different situations that arise before the most appropriate instance.

In general, the function of IT support is to ensure that the operation of the technological sector of an organization is appropriate to favor its activities.

IT Support Levels

Depending on the requirement, a specific type of assistance is necessary.

That is why, there are usually different levels of support; in such a way dedicate more resources to those situations that require more effort, which represents an adequate use of resources.

It all depends on each organization, but usually, there are 3 levels of support, which have the following characteristics:

• Level 1: is responsible for the attention and resolution of simple problems such as configuration, customer orientation, and simple incidents, among others.
• Level 2: face situations that could not be solved in the first level. Difficulties of greater difficulty are diagnosed and solved.
• Level 3: is responsible for diagnosing and finding solutions to highly complex problems that require detailed work. At this level, staff has highly specialized knowledge and experience in solving specific technical difficulties.

Skills of an IT Support

IT support is an area that requires the implementation of certain skills that will allow it to fulfill the functions of the area and its objectives. In essence, they are the following:

• Communication skills, both to understand and transmit the information that is desired.
• Extensive knowledge, both general and specific, of technical matters that allow problem-solving.
• Skills for problem-solving.…

Most organizations approach IT support management reactively (perhaps the phrase “fighting IT fires” sounds familiar to you). But in this world of high expectations and quest for instant results, it’s no longer enough that IT just fix something once it breaks To stay ahead, the helpdesk must take a proactive role in service delivery While immediate response activities are often performed, services can be planned and managed in a timely manner Make requests less frequent.

When agents are given the right tools and resources, they can process requests more efficiently. This not only relieves stress from end-users but also helps improve the company’s reputation by making sure customer service standards stay high in spite of increased workloads or changeable weather conditions

In this article, we share how Regrader provides fast and efficient IT support to optimize your IT help desk.

Create a system to monitor requests

Users want a quick and easy response to their requests, and technicians want to quickly see the problem in order to provide a quick and efficient solution.

We assume that you already have a service desk system, (that is, a set of both technological and human resources dedicated to managing incidents), but if not, it is a good time to start thinking about having it. With a request management system, requests are uploaded by an identified user and prioritized for an agent to respond to. The goal is to design a way to assign categories to requests, select who can respond to them, automate processes, and do whatever it takes to resolve the request as quickly as possible.

At a basic level, what is needed is to establish clear communication for agents and end users throughout the lifecycle of the request, while also tracking its progress.

Create a knowledge center to encourage user self-service

Resolving queries and preventing common requests is the goal of IT support. When end users can troubleshoot and resolve their own requests, this of course reduces the workload and backlog for the IT helpdesk.

By anticipating common requests and allowing users to easily access self-service articles and information to solve their own problems, user satisfaction increases, and resolution wait times decrease.

To do this successfully, users need to have access to a knowledge base where they can quickly and intuitively find solutions to their problems, and even have the option to suggest a solution when uploading requests. The knowledge base can host internal articles for reference by support staff and external articles through the self-service portal. Simply put, the better your knowledge base, the better you can anticipate requests.

Manage your workload

Providing quality support means managing your staff as efficiently as possible to better respond to service requests. The goal of support is, as mentioned above, to meet the expectations of end users while taking care of pending work requests so they don’t pile up.

One of the ways to guarantee success is to track the historical backlog, that is, accumulated pending requests, this will serve to see the complete picture and take the necessary measures to resolve the requests. Analyzing the accumulated historical backlog is key to better staff efficiency and fewer delayed requests.

When in doubt, measure, measure, and measure

When deciding what actions to take to optimize the support provided, it is necessary to measure what we are doing, that is, waiting times for users requesting a response from agents, and vice versa, changes in the priority of the work, usage score of the Knowledge Base for resolution of requests, number of collaborations between support agents, etc.

To make the best decisions, it’s important to have accurate data. Data can be collected quickly and easily with just a few clicks of your mouse or taps on an app screen – this way you don’t get lost in all those numbers!

Therefore, it is very important to have a support tool that allows you to obtain personalized graphs and reports in real time.

Any IT manager wants their department to run as smoothly and efficiently as possible, and the only way to know what’s working and what’s not is to go back and look at the data.

Identify who is in charge of resolving a request at any given time

When a customer reports an issue with one of our services, we take their feedback seriously and work hard to resolve it as quickly as possible. We know that not every problem can be solved immediately so in order for us to help you find what’s going on here at [sincerely mention company name], let me ask some questions…

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