At Simply Talented, we specialize in recruiting IT Support Engineers, providing top-tier talent to meet the needs of today’s IT service management environments. In this article, we’ll explain the different approaches to IT support and how they can be effectively structured, helping businesses streamline their help desks and service desks. Here’s what we’ll cover:
1.The role of Technical Support
2. IT support levels (tiers) 0-4
3. Current trends in the industry
4. Why IT support is essential
5. Tips for setting up your support structure
The Role of Technical Support
Technical support plays a crucial role in assisting users with technology products or services. Also known as IT support, help desks, or service desks, this function is focused on resolving specific issues or concerns that arise from users. It’s an integral part of a company’s customer service strategy, bridging technical expertise and user-friendly service.
Technical support teams vary greatly in size. A small business may only need one IT support engineer, while larger enterprises could have entire departments. For example, some companies have internal IT teams to assist employees and external-facing teams for customer support.
Support can be delivered through a variety of methods, including phone, email, live chat, chatbots, tutorials, and forums. Popular tools like Zendesk, Salesforce, and BMC Helix are commonly used for managing help desks.
IT Support Levels (Tiers)
IT support is often structured into levels or tiers, which helps companies address customer needs efficiently. Structuring support in this way can:
✔Streamline responses to simple inquiries
✔Improve customer experience
✔Provide a framework for more complex issues
✔Boost employee satisfaction and retention
✔Collect feedback for product development
The following is a typical structure of IT support tiers:
Companies often modify this structure to fit their resources. For example, Tier 1 and Tier 2 could be handled by the same team, or companies may combine Tier 2 and Tier 3.
Trends in Tiered Technical Support
Several trends are shaping the future of IT support:
✔Automation & Orchestration: Automating repetitive tasks increases efficiency and reduces the backlog of support tickets.
✔Self-Service & Knowledge Management: Providing easy-to-access resources for users in Tier 0 reduces the load on higher tiers.
✔Live Chat Support: More companies are replacing phone support with live chat, allowing quicker response times and a more seamless customer experience.
Today’s users are more informed and tech-savvy, so IT support teams must stay up-to-date on their company’s products and those of competitors to deliver the personalized support customers expect.
Is Tiered Technical Support Necessary?
Some companies are moving away from the traditional tiered model. Swarming Support, where multiple team members collaborate on a ticket, is becoming more popular. This model prevents employees from getting stuck on repetitive issues and reduces frustration for customers who are often more knowledgeable than entry-level help desk reps.
A collaborative approach assigns an issue to a single representative who follows it through to resolution, drawing on the expertise of colleagues when needed. This model ensures that customers feel well-supported and that staff members learn about different areas of the company.
Setting Up Tiered Technical Support
If you’re thinking about setting up or restructuring your technical support team, here are some steps to guide you:
✔Identify Your Needs: The type of business you run will affect the kind of support you need. For example, a software company may need more technical support, while a retail company may have customer service-related issues.
✔Organize Support Tiers: Decide how to divide issues among tiers based on complexity. Smaller businesses may need fewer tiers to manage support effectively.
✔Support Your Team: Make sure your support staff has the tools, training, and opportunities for growth to excel. This includes ongoing education, mentorship, and access to resources.
At Simply Talented, we understand how important it is to have the right people in place for each tier of support. With our deep expertise in recruiting IT support engineers, we ensure your organization has the talent needed to meet customer demands and maintain an efficient support system.
Whether you’re building a new team or expanding an existing one, we can help you recruit the best talent to manage your IT support needs.
Let’s start
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Send us a message whether you are thinking of a career change, looking for exceptional talent or just would like to meet for a coffee and chat.
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