Computer Support-An Evolution

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Problems and solutions are two faces of a coin, which can’t exist independently. Computer support has evolved along with the progress of the digital world, earlier it was limited to domestic front, where individuals were taking care of the problems on their own; gradually local technicians or computer repair shop came into picture. Businesses and enterprises have their own internal technical support staff to address computer related problems.

However, as a discipline computer support came into existence in the past decade. In the early years, it was furnished by software developer and computer manufacturer. They were deploying the technical support services to fix computer problems at the customers’ behest, but that was available only for a limited time i.e. within the warranty period. You might be aware with the Microsoft support, Dell support, HP support and many more.

Telephone, e-mail and website are the popular and effective mediums to garner technical support to the target customers. In the beginning most of the brands used to provide support directly to their consumers but later on to withstand growing requirement most of these have outsourced their technical support departments to specific groups, which can provide support for bulk customers. Outsourcing enables their core employees to focus more on their work in order to maintain productivity.

Computer support is a broad concept, which incorporates support for operating system, application, router, printer, Internet, networking and more, and moreover the support is brand independent. Their service list is quite broad, it includes computer set-up, printer set-up, router set-up and configuration, troubleshooting services, computer security, data backup, PC optimization and more.

Most of the providers have categorized the technical support into levels, in order to better serve a business or customer base. The number of levels a business uses to organize their technical support group is dependent on a business’ need as it revolves around their ability to sufficiently serve their customers or users. The achievement of the organization depends upon the expertise of technicians and their way of handling the responsibility and commitments. An issue which is unresolved at any level is successively escalated to the next.

Generally, there are 3 levels of support. The first line of support or front-end support is to collect the customer’s information and to analyze the computer problem according to the physical symptoms. Straightforward and simple problems are addressed on this stage “possibly using some kind of knowledge management tool.” Most of the computer issues are resolved on this level only.

Level 2 technicians are responsible for assisting Tier I personnel solve basic technical problems and for investigating escalated issues. More complex issues are eventually transferred to level 3. This level has subject matter experts, who are involved in research and development of solutions to new or unknown issues. They are explicitly responsible for assessing the entire work flow and provide end solution. These specialists can troubleshoot the system remotely to resolve related issues. Some providers offer their service with a service level agreement.

Thus, computer support has reached a new level, and today you have better options available to choose from.

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Arnaudaoki has 9 articles online

Arnaudaoki is expert in online computer support, support for windows. Highly skilled IT professional functioning incessantly to deliver best online computer help, online pogo game and many more at one platform.

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Computer Support-An Evolution

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This article was published on 2011/07/19