Understanding IT Support Outsourcing
Outsourcing is the process of relocating some of a company’s services or subcontracting a third party provider to complete tasks such as product design or manufacturing. Meaning, there is another company involved in handling the company business. IT support outsourcing, also known as technical support outsourcing, is basically the process of providing assistance with products that are related to technology such as computers, televisions, cell phones and other technical gadgets and equipments. Technical procedures from infrastructure, to software development, maintenance and support are being handled by a third party vendor.
IT support or technical support is a type of help necessary nowadays since we are living in the modern world where technology is already a big part of our daily lives. The goal of IT support specialist is to provide consumers with solutions needed when they are having trouble with the purchased products. IT support helps the consumer to solve specific problems with the product instead of providing training, customization or other support services. They assist customers in how to use the products, how to troubleshoot, and even teach them the proper way on how to take care for the product.
With the development of communications and technology, there is an increase in the use of the modern devices. It is because of this that there is also a growth in the requirement to provide technical support. Most of the companies relocate their technical support to countries that offer a lower rate. One of the reasons why some companies opted to use IT support outsourcing is because it allows them to maintain a higher availability of services. IT support is important in addressing high volume of calls especially on occasions when a company introduces new products or launches new service packs, and is also ideal for the maintenance of service. There is a need to provide customers with a higher level of service, and the company needs to cut expenditures. It is because of this that companies outsource technical support to countries that offer services at a lower rate in order to avoid excessive expenses.
IT support is divided into several levels depending on the concern of every costumer.
Tier 1 or Level 1 caters to straightforward and simple problems of the customers. It is the first line of support and focuses on resolving issues such as verifying physical layer issues, resolving username and password problems, and uninstalling or reinstalling basic software applications.
Tier 2 or Level 2 takes care of more complex issues. IT support provided within this level assists Tier 1 personnel in solving basic technical problems, and investigates elevated issues by confirming the validity of the problem and finding known and right solutions.
Tier 3 or Level 3 is where individual IT supports are experts in their field and assist both Tier 1 and 2 personnel in difficult situations. They are also adept with the research and development of the solutions to new or unknown issues.
If IT support outsourcing is strategized this way, it is easier to provide solutions and services to customers in the most efficient manner. The success of addressing the issue of every customer is dependent on the understanding of the level of responsibility and commitments of the IT specialist.
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