PRESENTATION ON

IT TECHNICAL SUPPORT
DEPARTMENT
BY
Sushant Kumar Vashishta
Enrollment no -04515004920
EEE 5 th Sem
 INTRODUCTION
IT Technical Support is an IT professional who monitors and
maintains the computer systems and networks of an
organisation. IT Technical Support provide technical assistance and
support to employees.

DEFINITION OF TECHNICAL SUPPORT

Technical support is defi ned as the range of services aimed at
providing solutions through a website or app to the customers'
queries of the products. Technical support can be provided either by
an in-house team or can be outsourced to an agency for better results.
 Technical support role in IT
A Technical Support Engineer provides customer service for computer
hardware and software. They troubleshoot issues related to their
company's accounts or any other miscellaneous tasks in the fi eld as
determined by their manager.
 Skills needed for technical support
The second most common hard skill for a technical support
specialist is technical support appearing on 10.4% of resumes.
The third most common is troubleshoot on 7.7% of resumes.
Three common soft skills for a technical support specialist are
customer-service skills, listening skills and problem-solving skills.
Difference between technical support and IT
support
Technical support is a service that supports users of
technology products or services. Technical support is also
known as IT support, help desk, or service desk. In contrast
to traditional training, technical support typically
focuses on helping with a specifi c user problem or
issue.
 IT TECHNICAL SUPPORT AND SERVICE
Managed helpdesk

IT Project management
Onsite support
Managed service
IMPORTANCE OF IT TECHNICAL SUPPORT
Better service means a better Business
Monitor usage
Boost profi t
Assemble your Reputation
Look after system
 Types of IT Support
Services by Level
IT support is tailored to the needs of the specific company.
Here is an overview of the diff erent tech support Levels
and types of support you can expect to receive from each.
Level 0 - Self help
At this level, users can retrieve support information
themselves, typically involving minimal assistance from
an IT professional. This involves running search queries,
pulling information from websites, FAQs, technical
manuals, blog posts, app pages, service catalogs,
knowledge base articles, and potentially even chatbots.
 Level 1 – Help Desk / Service Desk
This is your fi rst line for direct tech support. These are your
Helpdesk Operators, IT Call Desk support, First Line Support
Engineers, and First-Line Network Support Analysts. Users
interact through the phone or web (sometimes chat only) with
an IT professional and then receive support for basic issues,
known problems, and service requests. Your fi rst-line support
provider should have a broad range of general knowledge. This
will allow them to quickly resolve most basic user problems so
the user can get back up and running with minimal downtime.
The service desk technician may use remote support technology
to take remote control of your computer at this stage.
 Level 2 – Technical Support
Level-two technical IT support will have more in-depth,
specialized knowledge and experience with the product
or service that aligns with the incident. They are most
likely to be Second-Line Support Engineers, Customer
Support Technicians, and Desktop Support Analysts.
Typically, the incidents addressed at this level require
more technical expertise. Having
the right IT support certifications in this scenario is a
must. Here, your technical support personnel will assess
the issue and provide a solution. This process may entail
multiple conversations between the technical IT support
technician and the client. IT services may need to take
remote access control to fix the problem.
 Level 3 – Expert Product and Service Support
This is where the highest technical resources are
accessed for incident resolution. These support staff
are the most highly skilled product and service
specialists, including Network Specialists, Server
Engineers, Third-Line Support Engineers, and the
engineers, programmers, and even the chief
architects who created the product or service. They
will attempt to duplicate the problem to define the
root cause and issue a new fix. Once the fix is
issued, it will be documented for future use by
Level-one and -two customer support technicians.
 Level 4 – Outside Support
Level four IT support involves preferred vendors
and business partners who are contracted from
outside the organization to provide support for
items that are not directly serviced by the
organization. This might include things like printer
support, vendor software support, machine
maintenance, and depot support.
 What types of issues are resolved by
IT support?
1. Troubleshooting hardware, software, server
maintenance, and other tech issues
Most offi ces now require employees to access multiple
diff erent hardware and software tools during day-to-
day operations. Tech support teams will help ensure
servers remain operational and properly maintained.
They will also ensure that any endpoints and
applications are operating properly to avoid
interference with effi ciency or uptime.
 2. Viruses, malware, security
breaches
IT support is the frontline defense for implementing
cybersecurity solutions that can prevent cyberattacks
and mitigate the risk when a breach does occur. Such
support activities include:
Performing network monitoring and security - controlling
access to a business’s network by issuing and removing
authorization as needed, building firewalls, installing
antivirus software, installing VPNs, updating security
patches, and performing regular network checkups.
 3. Data backups
Your service desk may manage the information backup
services that protect your business in the event of a
breach, power outage, or system failure. They may
manually or automatically run file backups, server
backups, and even desktop backups. They will also test
back-up sets to make sure the information can be
recovered in its entirety. This protects against
information loss and ensures data security. For instance,
in the event of a breach, a secure backup can help
jumpstart operations. Data backups can be managed:
In the Cloud
On-premises servers
Off premises servers
Hybrid/combination
 4. Password Recovery and Access
issues
These can impact internal- or external-facing IT
customers. Let’s face it, everyone has a lot of
passwords to remember. A help desk technician can
help when an employee can’t get logged into their PC,
email account, etc. They can reinstate user rights or
reset your password for you if the problem was as
straightforward as a forgotten password. If there is
something more complex going on, they can
investigate and provide a solution.
 Why IT technical support is the
future of customer service?
Majority of the companies in software and
telecom domain have now discovered the option
of fetching the advice from the expert on IT
technical support at a fraction of the price they
usually were changed with the advantage of the
skilled resources who speak the same language
as theirs.
THANK
YOU