The 3 Basic Levels of IT Support
Published 14th December, 2021
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There are three different levels of IT support that most businesses experience as they are starting up and as they expand. At some point, just about every company needs some form of help from tech support experts. This may occur at the beginning when a new business owner doesn't understand all of the ins and outs of the digital environment and needs a helping hand. Here are the different levels that many companies go through:
1. Self-Service Tech Support
If a person has a question about software, hardware, or running things on the cloud, the user will start with self-help. This may include asking Google for an answer, referencing an owner’s manual, or even asking tech-savvy friends or family for a hand.
Many individuals also turn to social media and forums to ask their questions. This is a time-consuming effort, and while it may seem cost-effective at first, by the time the answer is found (if ever), a lot of time is usually wasted. Even asking questions on knowledge forums requires the user to wait for an expert to answer. Sometimes the tech expert has more questions to ask, and this starts back and forth comment sessions that can last for days at a time.
2. First Line of Human Contact Support
When a business owner or employee can’t answer the questions online, the next phase is to contact a human either by phone or face-to-face to resolve the problem quickly. Quite often, the first contact with a tech support "expert" is made by getting in touch with a company advertising online and offering cheap services.
This can be problematic as well. The tech support team member may not be qualified to handle complex issues and doesn't know anything about your business or how you are running it. When you contact somebody for IT help for the first time, you'll have plenty of questions to answer, and you may not get the problem resolved the way it should be. Using cheap and inexperienced tech support for one-off questions and then turn to another company when you have another problem in a different area.
3. Establishing a Relationship with an IT Support Company
It’s always in a company's best interest to establish a long-term relationship with an experienced and reputable IT support company. These businesses can offer the support you need at any given moment to keep your business running optimally. In addition, the IT tech team will also help you provide the best service possible to customers, help employees debug technical problems, and provide prevention methods to keep your information safe and secure.
Your business deserves the best in every way possible, and this includes technical support to help you run your day-to-day online business. We are ready to answer any questions you may have with IT support London when you need a reliable and experienced team to back you up.