Understand how IT Technical Support works
The technical support consists of a service to provide intellectual assistance, technology and material to a particular customer. In other words, through intellectual assistance, knowledge acquired based on a professional's study and experience is considered. The technological assistance comprises maintenance services, such as revisions, adjustments, calibrations, repairs and software updates, among others. Material assistance, in turn, includes the supply of spare parts.
Technical support aims to solve problems related to technological products. That is, cell phones, televisions, stereos, computers and software. Most companies currently offer technical support for the products they sell. This support can be free or not, provided via phone , internet or even in person. The latter is also known as on-site support . It can be defined as a rendering of services or specialized consultancy, carried out in the place where the problem occurs.
IT technical support
In the Information Technology universe, the term technical support is also commonly known as Help Desk and Service Desk . Although they sound similar, these terminologies correspond to specific service formats within the IT technical support itself.
The Help Desk acts as a technical support that provides customer service by centralizing calls on a single platform. However, this format aims to resolve simpler technical issues. That is, the lack of access to the internet or the difficulty of handling any program.
While the Help Desk acts as the “first level of service”, the Service Desk is treated as a “second level of service”. After all, it involves much more complex demands. Thus, the Service Desk can be considered an evolution of the Help Desk. It usually concentrates more demands than the previous stage and centralizes all the company's IT needs. In addition, it provides not only technical support, but also strategic assistance.
Thanks to these specificities, Service Desk analysts need to have the maximum technical knowledge about their area of expertise. Still, both it and the Help Desk can be done remotely, depending on the complexity of the problem.
In this service format, the IT professional accesses the customer's network remotely through a dedicated terminal. It then provides a resolution without having to physically move around. This solution is usually faster and more economical, allowing the user to stay in their home or office while receiving the necessary support.