IT Support offers assistance and advice for technology issues, questions or concerns. They quickly address problems to reduce client frustration and downtime as well as any revenue losses due to delays.
Tier 0 support offers users online access to video tutorials, FAQs, product or service details and product or service descriptions. Tier-1 IT support technicians solve 75% of end user tech problems through basic knowledge and software tools.
Improved Performance
IT support enables users to address technical problems ranging from forgotten passwords and computer malfunctions to strategic planning services that assess your current systems and ensure they align with your business strategy.
An FCR rate that meets or surpasses 90% represents excellent IT support performance, increasing customer satisfaction while decreasing ticket costs per ticket.
IT support continues to face increasing volumes of tickets from users with user expectations of “better, faster, cheaper.” To enhance IT support efficiency requires careful planning and attention. Any changes made to process, technology or procedures should be carefully evaluated so as not to introduce inefficiencies or cause disruptions. A professional IT service provider will assess current systems before making improvements which increase productivity for team members while decreasing downtime; ultimately saving your organization money over time.
Reduced Downtime
Keep hardware and software operating efficiently to minimize downtime, which requires having an experienced IT support team to implement mitigation strategies and solutions to ensure data and technology remain accessible and operational.
Help desk technicians specialize in managing basic issues/questions related to applications (how-to and account access), connecting remote workers with data and company resources so they can work effectively even while working from home or other locations. In addition, help desk technicians are responsible for solving recurring problems affecting productivity such as software errors and computer faults that negatively impact productivity.
Tech support professionals utilize ticket volume trends and patterns to anticipate issues before they occur and act swiftly on them, thus minimizing downtime. Swarming support, which allows one technician to address an issue from its inception without passing it along further down the chain of support, helps support professionals identify potential problems quickly, reduce downtime significantly, while simultaneously cutting costs while improving first call resolution rates and other metrics associated with IT service management metrics while simultaneously helping IT pros plan maintenance activities and resource allocation more effectively.
Increased Security
IT support services help protect data against cyber attacks, hardware failures and natural disasters by providing backup and recovery systems that allow quick restoration of company files and data to reduce downtime and the loss of critical information.
They provide essential assistance in maintaining security infrastructure and compliance standards, protecting applications and application programming interfaces (APIs) from vulnerabilities and code flaws, as well as making sure software and hardware remains up-to-date and performing optimally.
An ideal IT support service will have multiple communication channels to efficiently address product or customer issues, anticipate problems before they happen and deliver solutions before any downtime occurs, thus increasing productivity rates and decreasing downtime rates. For optimal results, choose a BPO partner who offers various outsourced technical support services tailored specifically for you; such as help desk, service desk and cybersecurity support services.
Increased Communication
IT support teams play an essential role in modern workplaces by providing secure access to company data and documentation via technology, and connecting remote workers securely. Furthermore, these professionals work to optimize networks for maximum performance and follow best practices for security.
An effective IT support team enables end users to connect via phone, email, video or live chat as well as software allowing an IT specialist to remotely connect and control a computer – providing increased accessibility and efficiency both for consumers and personnel alike. This “omnichannel approach” offers increased accessibility and efficiency.
Tier 0 or level 0 support can be found via a company website and usually offers search functions, FAQs, app pages, service manuals and product information. Tier 1 support agents typically are capable of solving 75% of technical issues within this tier; should one remain unresolved at this level it is escalated to Tier 2 specialists equipped with more advanced knowledge and tools.