Suggestions For Data Backup and IT Support For Your Department
Computers are everywhere in the business of today. They execute all or parts of key business functions. Much essential data is stored on them. Problems with computers or outages can rapidly create a crisis situation. The primary job of IT support is to keep the business going. Following are some of the IT support options.
Outsourcing is a real hot button for IT support. Management has to decide what if any portions of support should be outsourced. A popular structure for support is to break it into levels. It is appropriate to use this level structure to examine outsourcing.
Level 1 is the initial level of support. Technicians at this level are usually the first line of defense, i. e., they are the first ones to see a problem. They generally are trained to follow problem intake and logging procedures. They sometimes have scripts that they can work to resolve known, straightforward problems.
Since level 1 support technicians require less training and background then the other levels, a business is more likely to have staff that can already perform support tasks at this level. Since some problems, including many that involve hardware issues, need to be handled on site, in house technicians stationed in the same premises may be able to respond more quickly. However, it may also be the case that companies that specialize in support may be able to do level 1 support with dedicated employees more effectively than can in house employees that also have other responsibilities.
At some point problems not resolved on level 1 go to level 2 support. Level 2 support people should have more training in the processes of problem solving. They should also have more in depth knowledge of the technical areas being supported. Some businesses are doing level 2 support in house with high success rates and low costs. Those companies probably shouldn’t change this unless they are faced with extreme staff reductions. Those that don’t already have successful and cost effective in house level 2 should probably look at outsourcing it.
Level 3 is generally the highest level of support, for problems that are beyond level 2. Doing level 3 support in house would probably make sense for technology that was developed by the company. In other cases, outsourcing either to a support specialist company, or perhaps to a vendor who developed the technology, would be appropriate.
Well, that scratches the surface. This issues has many other aspects as well. Every business is different and its specifics need to be understood before good decisions can be made. Sometimes its even a problem finding people with the right knowledge for solving higher level problems. Structuring IT support is one of those jobs that is never done.
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Filed under VoIP Office Solutions by on Jun 16th, 2011. 
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