Some companies even claim that the term ‘IT support services’ refers to a specific set of functions. It is not quite so. IT services can be grouped into one of two basic categories, namely, business and technical support.
Technical support is not as well known as business support.
Business support relates to issues and problems relating to hardware, software, and data storage. Business support can range from providing advice, to technical assistance. It could involve data recovery and disaster recovery, remediation, and complex troubleshooting.
IT support services fall into two main categories – business and technical. The service of a computer technician involves all the major tasks associated with software and hardware maintenance, installation, upgrading, configuration, troubleshooting, virus and malware removal, updating, repair, and archiving.
The technical service supports the company’s day-to-day operations, such as web server hosting, email, document management, and application development. They can also help with custom software development and can sometimes provide business-consulting services. Their main focus is on the operation of the system and does not include support for upgrades, or integrating new software into the company’s business.
Business support services are usually outsourced by small to medium sized companies, and are usually covered under the remit of a generalist IT technician. The key areas of concern are data backup, and recovering data from a failed hard drive or server.
IT support services can also include working with customers in regards to their email address, as well as scheduling and supervision. There is also the potential for the IT service to provide the support of support staff, if needed.
IT support services can also cover the client’s small business, as well as client’s outside of the IT sector.
These are often termed ‘platform support services’. Platform support services can be provided by the IT service provider for an individual software vendor, or a range of software vendors.
IT support services can be provided directly by the client, or indirectly through an outsourced service provider. Outsourcing allows the client to retain total control over their IT operations, as well as control of the IT support contract.
The majority of IT support services are managed internally, using software systems and applications. A variety of modern platforms are used, including Windows, Unix, Linux, and MacOS. The IT support contract can also be performed by an external IT company.
Most IT support services are delivered by an external provider. However, for some companies, the provider can also offer IT support services internally. External providers are typically used when larger organisations need additional assistance in the provision of IT support services.
Typically, a service provider will meet with the client at the start of the project and will outline the scope of the work. They then analyse and provide information regarding the client’s IT requirements, and provide technical solutions that are tailored to meet the client’s specific requirements.
- These IT support services are generally undertaken in house.
- An IT service provider can also provide the IT service internally.
- The client then arranges the IT support service and refers the company to the provider when it needs the service.