What Is IT Support?

27 August 2024

Reliable IT support has become the backbone of many successful businesses, both large and small. In an era where staying connected to your network is crucial, IT support services have proven to be key in maintaining businesses’ online activities; after all, downtime can cause businesses to lose an average of £3.6 million per year, equating to a massive 545 hours of wasted staff productivity. In this article, we will explore the types of support that exist, address the differences between support technicians and support specialists, and investigate the benefits of IT support services and how they can help your business.

What Does IT Support Mean?

Effective, reliable IT support is crucial for maintaining the smooth operation of technology systems within a business; it encompasses the assistance provided to manage and resolve technical issues with hardware, software, and networks, ensuring the smooth and efficient operation of technology systems.

Typical examples of tasks which IT support staff perform include:

Creating accounts for staff, ensuring that they know how to log in
Addressing password issues and locked accounts
Setting up and configuring applications according to user needs
Implementing cyber security, such as firewalls or multi-factor authentication (MFA)
Implementing and managing backup procedures to ensure critical data is securely stored
Logging and addressing support requests promptly
Installing necessary software patches to keep systems up-to-date
Identifying and resolving issues with computer software and hardware
Providing user training, and educating them on best practices for technology usage
Tracking network activity and performance to detect and address potential issues

What Common Issues Are Faced by Businesses?

Businesses can commonly face issues with their IT services, some of which are more problematic than others to solve. Common examples include:

Network Connectivity Problems: Interruptions or slow internet connections affecting staff productivity.
Hardware Failures: Malfunctions or breakdowns of computers, servers, or other critical equipment.
Software Glitches: Bugs or compatibility issues with applications that hinder performance.
Security Threats: Cyberattacks, data breaches, and malware infections that compromise sensitive information.
Data Loss: Accidental deletion or corruption of important files and data.
System Downtime: Periods when systems are unavailable, disrupting business operations.
Scalability Issues: Challenges in expanding technology infrastructure to meet growing business needs.
New Setups or Installations: Not all IT support tasks are reactive to a problem. IT support teams can also help you with installation of new hardware or software as your team grows or older equipment needs to be upgraded.

What Are the Benefits of IT Support?

There are a whole host of benefits for businesses which use effective IT support. Some of the most notable benefits include:

Improved Productivity

IT support ensures that technical issues are resolved quickly, reducing downtime and keeping employees focused on their tasks. With reliable systems in place, staff can work efficiently without interruptions.

Enhanced Security

Typical IT support services include implementing robust security measures to protect against cyber threats, data breaches, and malware. This helps safeguard sensitive information to stay GDPR compliant, maintaining the integrity of business operations.

Cost Savings

Proactive IT support helps prevent costly system failures and data loss by addressing issues before they escalate. These services also reduce the need for expensive emergency repairs and keep the financial impact of downtime to a minimum.

Access to Expertise

IT support provides access to skilled professionals who have the knowledge and experience to handle complex technical issues. This expertise is invaluable for maintaining a stable and efficient IT environment.

Scalability

As your business grows, IT support teams can help scale your technology infrastructure to meet increased demands, through methods such as cloud-based computing. This ensures that your systems remain effective and can handle the expansion without disruptions.

Proactive Problem Solving

With continuous monitoring and regular maintenance, IT support can identify and resolve potential problems before they impact your business. This proactive approach keeps your systems running smoothly and prevents unexpected disruptions.

IT Support Specialists vs IT Support Technicians

These are two terms that are often used interchangeably, but they actually demonstrate a difference in focus and expertise. IT support technicians typically handle front-line tasks such as troubleshooting hardware and software issues, performing basic repairs, and assisting users with everyday technical problems. They are often the first point of contact when issues arise and are skilled at resolving common technical challenges.

On the other hand, IT support specialists have a more advanced role, often focusing on complex issues that require deeper expertise, such as system integrations, network configurations, and cybersecurity measures. Specialists are also involved in strategic IT planning, providing insights and solutions that align with business goals.

Help Desk vs IT Support

Help desk and IT support are both essential functions in managing a business’s technology, but they serve different purposes and operate at different levels.

The help desk is typically the first point of contact for users experiencing technical issues, handling routine problems like password resets, software installation, and general troubleshooting. It focuses on providing immediate, efficient solutions to common user issues, known as a “break/fix model”, often through phone, email, or chat.

IT Support, however, encompasses a broader range of services, including more complex technical tasks that go beyond the help desk’s scope. IT support involves diagnosing and resolving advanced hardware, software, and network problems, as well as maintaining and optimising IT infrastructure.

Typical IT Support Structure & Escalation Process

When you create a support ticket using a helpdesk system, there will typically be a fairly industry-standard level of escalation and self-help process available:

Level 0 - Self-Support

Self-support means that users are able to resolve basic issues on their own. This level typically involves access to online resources such as chatbots, FAQs, forums, and user manuals. By providing detailed guides and troubleshooting steps, Self-support enables individuals to find solutions without needing direct assistance. It is often the first line of defence, allowing users to quickly address minor problems and reducing the demand on other support levels.

With the introduction of AI, more and more helpdesk systems are using automated chatbots and other AI mechanisms to provide first-line support which provides users with a helpful experience whilst also avoiding bogging down support team members with floods of simple queries.

Level 1 - Initial Support

The second stage of IT support is often the initial point of contact for users experiencing technology-related issues, known as a “help desk”. Help desk support handles basic enquiries and troubleshooting tasks, such as password resets, software installations, and minor technical glitches. The goal is to provide quick and efficient solutions to common problems, thereby minimising disruptions to daily operations. Help desk support typically operates through various channels, including phone, email, and live chat.

Level 2 - Advanced Technical Support

When issues escalate beyond basic troubleshooting, technical support steps in. This stage involves more specialised knowledge and skills to address complex problems with hardware, software, or network systems. Technical support teams work on diagnosing and resolving issues that cannot be managed by the help desk, such as critical software failures, hardware malfunctions, and intricate network issues. Their expertise ensures that more challenging problems are resolved effectively, reducing downtime and impact on business operations.

Level 3 - Expert Support

Expert support is reserved for highly specialised and advanced technical issues that require a deeper level of expertise, usually as an incident response. This level typically involves senior IT professionals or specialists who have extensive knowledge in specific areas, such as cyber security, database management, or advanced system integrations. Expert support provides in-depth analysis and solutions for complex problems that cannot be resolved by general technical support. Their role is crucial for tackling high-impact issues and ensuring optimal performance of critical systems.

Level 4 - External Support

Sometimes resolving an issue may be outside the abilities of a support team. That can happen for example if a bug happens to exist within a piece of 3rd party software (for example, Windows). As a result, external supplier support involves engaging the support teams of the relevant hardware or software providers.

Our Expert IT Services Help Keep Your Business Online

At ReformIT, we understand the important relationship between technology and business performance; if technological issues arise, this can cause untimely disruptions. Our knowledgeable Cheltenham-based team are here to help - contact us today to discuss your specific needs.