Cyrus-XP

 Technical Support Services

 

Keeping users satisfied with their technology enabled work environment is one of the primary goals of every organization’s IT department. If users do not trust the IT infrastructure, they choose alternative sometimes more primitive methods of accomplishing tasks. Disgruntled users can effectively hold up the execution of strategic IT initiatives, or cause them to fail.

Technical Support Services give IT departments a “face”. Users feel heard and supported with regards to their technology enabled work environment. Users need to trust that their issues are properly escalated and promptly addressed.

Users of an organization’s technology infrastructure are in effect “clients” of the Technical Support Services. The perceived professionalism and knowledge of support personnel go a long way in ensuring that users (clients of the IT dept) are satisfied with their work environment.

Many organizations choose to establish a user “Self-Help” service that walks users through the steps involved in remedying common problems. When users fail to solve issues using Self-Help, they are encouraged to call the Helpdesk.

	Helpdesk
	Helpdesk support services are typically the second line of user support. A Helpdesk Consultant documents user issues, offers advice and helps in solving problems, if possible. If an issue cannot be effectively resolved by a Helpdesk Consultant, the issue is escalated to more experienced personnel within the enterprise.Incident Tracking Systems help track issues from their inception to resolution. Incident tracking systems can also interface with Hardware and Software Configuration management systems to resolve hardware and software problems. Helpdesk personnel act as the liaison between users and the IT department and use incident tracking systems to facilitate satisfactory resolution of issues.
	Desktop Support
	Often times, users may be unable or unqualified to clearly articulate problems to helpdesk personnel. There may also be cases where user or infrastructure issues cannot be resolved remotely. In such instances, Desktop Support personnel make field visits to resolve issues. Desktop support personnel are usually qualified to solve a number of infrastructure issues on site. In cases where they are not able to solve problems, equipment is shipped to vendors, or brought back to IT department service hubs for service.