Computer technical support is a term that refers to a wide range of services that provide assistance for products that are usually technologically advanced. In business, tech support typically has to do with network maintenance, repairs, and assistance with computer programs that automate part or parts of an organization's business processes. Simple networking problems can bring productivity down to a crawl.
There are typically three forms of computer technical support available. The first involves customer service in the traditional sense. The customer opens a line of communication over phone, email, or other similar forms of communication. In response, a troubleshooter attempts to instruct the customer on how to resolve the issue at hand. If this does not work, the second form of tech support - a physical check up with an IT technician - is utilized.
More recently, the demand for immediate problem solving brought about a third form of tech support called remote repair. Not yet as widespread as the first two forms, remote repair involves allowing a third party to take control of a problematic computer from a remote location. This is sometimes coupled with subscription-based remote monitoring that is both preemptive and remedial in real time.
The first two forms of tech support can be done in-house by an IT department or even a single IT technician for smaller companies, or services can be hired from a third party information technology outsourcing (ITO) company. As its name implies, however, remote repair is done from a separate location.
These three forms of tech support are not to be confused with the three tiers of computer technical support which refer to different levels of difficulty in dealing with support issues.
by Jack M. Patterson
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