IT Support Managers And Supervisors Must Balance Expertise And Skill Sets
IT support refers to various services which organizations offer to end-users concerning technical products or services purchased from them. In most cases, IT support offers help regarding particular issues with an individual product or service, instead of offering specialized training, modification, or provision of the said product, or other related support services. The extent to which IT support can be categorized into different categories has evolved over time with technological changes and increased demands for IT services and products. It is estimated that approximately 1 percent of the population uses IT services in some way or another in any organization.
With the onset of cloud computing, IT support service providers are
obligated to offer cloud computing solutions in order for customers to use these services at no extra cost. Providers of IT support services make use of this methodology in order to provide IT solutions to individuals, enterprises, and even government agencies. Cloud computing is a concept of shared infrastructure between web applications and websites. This infrastructure is hosted by service providers on the Internet. Some of the prominent IT support service providers include Microsoft, IBM, and Google.
Managed support services provided by outsourcers fall under the first category of cloud services salient to IT support. Outsourcers purchase web application software from vendors such as Microsoft and then modify it so that it meets the standards set by the organization. Based on the needs of the organization, they outsource the job to the appropriate IT provider. Many organizations prefer to outsource IT support work because they find it cost-effective and a much faster means of acquiring IT solutions compared to procuring them from vendors.
Another IT support service provided by IT service providers is software as a service (SaaS). This refers to the implementation of applications using a web browser. For organizations that cannot afford to invest in purchasing applications outright, they can use SaaS to provide them IT support. Although SaaS is not inherently different from cloud services, many IT support service providers use this particular term for their offerings because most people are familiar with the term cloud computing.
The third IT support service that is a common notion in many IT circles is
outsourcing. This refers to the practice of hiring a third party to take care of IT support services that are not critical to the organization’s growth or success. For example, some organizations may find it unnecessary to hire IT professionals solely for installing and managing their IT networks. Outsourcing the services eliminates the need for them and allows them to focus on their core business processes.
One of the most common IT support team activities is maintaining a data backup. The data backup enables the IT support team to restore critical data in the event of a disaster. The backup will enable IT personnel to access the information in a matter of hours instead of a few days or weeks. However, IT support companies have to work closely with the business to ensure that they have implemented an effective data backup process. In some cases, the data backup service provider will perform the maintenance work to ensure that the data is stored in a way that it can be accessed easily in the event of a disaster.
- One of the biggest misconceptions about IT support is that the professionals who answer the phone are technically competent.
- To the people on the receiving end of the call, it may seem as if the technician on the other end has all of the skills necessary
- To handle all sorts of technical problems. However, the reality is that the technicians on the support lines
are trained professionals who are skilled at resolving basic technical issues. IT support is not just a series of skills but a collection of knowledge and abilities. IT support is comprised of three distinct skill sets: the technician, the information systems specialist, and the network administrator.
These three skill sets are a critical part of IT support staff jobs. IT support managers and supervisors may include one or more of these three skill sets when they establish a company’s IT support staff. A good manager and supervisor will consider the needs of each IT support staff job based on their own skills sets and what they have previously learned through experience. These skill sets, along with the experience and knowledge of IT support staff, help managers and supervisors to determine how best to train and hire IT support staff.