It’s impossible to imagine a contemporary business not using digital tools, isn’t it? Technology is everywhere, from e-payments and internet marketing to the means of communication with customers. Therefore, each business needs IT support to keep its computer systems sound.
IT support usually covers hardware and software issues such as installation, troubleshooting, updates, application support, and others. Such services are like oil for the engine. They enable a business to run smoothly and effectively, keeping its systems safe from failure, data losses, and outages.
How large should a business be to take advantage of IT support? The answer is it can be any size, starting from self-employment and ending with multibillion-dollar corporations. In fact, a small business requires the same basic coverage of its IT demands as a larger one. Of course, the budget size and the scope of services needed vary from firm to firm. That’s why nowadays companies have the opportunity to reap benefits from a few different levels of IT support. Traditionally, there are three levels.
Level 1. Help desk
On this level, minor issues are usually solved remotely. These may include resetting passwords, configuring mailboxes, or providing customers with consultation on a product. L1 support helps businesses to better understand trends in consumer behavior and track their reaction to newly introduced items. In addition, an attentive attitude of the support team boosts customer satisfaction so that they stick with your company. Such services are appropriate for the firms that mind their budget and aren’t too IT-dependent.
Level 2. Technical support of an application/infrastructure
Companies or their clients might have issues that require deep technical expertise. Such technical problems are more complex and less typical than those of the previous level. They usually call for root cause analysis and on-site visits by experts.
L2 support can be either fully outsourced or serve as a helping hand to the company’s in-house team. In the latter case, it provides the business with a fresh view of its IT processes. This helps companies to avoid tunnel vision, which internal staff can sometimes demonstrate. L2 support not only brings along solutions to various technical problems. It offers monitoring of common trends to avoid such issues in the future. This, in its turn, leads to solving the long-term weak points.
Level 3. Maintenance of an application/infrastructure
This level of IT support includes monitoring and maintenance of systems with planned upgrades, testing, and data backup. Such services involve a comprehensive evaluation of a company’s IT infrastructure. L3 support will be valuable for a business that doesn’t have a large IT department but needs experts now and then to manage its switches and servers.
The great advantage of these fully managed services is that they are tailored to each company’s specific needs. For example, if a business doesn’t have a well-developed testing strategy, support engineers will set up and document these processes. Such an approach brings a vast improvement to the company’s efficiency.
Professional IT support at any level helps businesses to stay competitive. Find out more about the benefits it offers and the things to consider when choosing an IT service provider in our full article.
