Are you clued up when it comes to the different types of IT support or does the world of technology leave you feeling that you are lacking a piece of vital code?
In 2022, £2.6 trillion was spent on IT support services, which is expected to keep rising over the coming years. There is no denying that digital transformations have meant that more focus than ever before is being placed on IT support, but that doesn’t mean that a one fits all solution should be adopted for every business.
The Creative Networks approach hinges on creating IT infrastructures that align with every aspect of a company, from its employees to top-level strategic decision-making. With 81% of businesses expressing that a lack of digital skills has the potential to impact their operations, now is the time to understand what types of IT support are available.
Keep reading to learn about what services are available to elevate your company.
What Does IT Support Mean?
Let’s start by taking it back to basics and understanding what IT support means. The reality is that there is not one definition that encompasses the number of areas covered by this far-reaching term. As its basic level of understanding, though, IT support is the name given to the team responsible for providing and managing software and hardware within a business.
Their duty is to assist people in a company that is facing IT difficulties, maintain smooth operations and ensure that processes are strategically aligned at all times. This feeds into two very important IT operations elements: cyber security and compliance.
IT support can be carried out by either an in-house team or a Managed Services Provider (MSP) depending on a few factors, including staffing budgets, business structures, skill sets, and business objectives. In recent years, MSPs have been a popular method of obtaining access to professional IT support for an efficient cost. It is estimated that 60% of companies use managed service providers as part of their business operations, and we estimate that this will only increase further.
IT support can mean something different for every business, but the fact remains that the function is essential for keeping things running as they should be. You can find out more about what IT supports by clicking here.
What Are the Different Levels of IT Support?
One of the ways in which IT support can be characterised is by using levels. This breakdown makes it simple to assign tasks and hire the right talent to fulfil duties. The level tiers are also recognised across all industries making collaboration must easier and more efficient.
There are four levels of IT support that you may have seen, which are the following:
Level One: Level 1 IT support is the first level of support for companies. This is the first line of activity when it comes to solving IT issues and keeping things running smoothly. The tasks commonly included within this level of support include fixing troubleshooting issues, assisting employees with both hardware and software, reporting, helping with access issues, and maintaining a security-compliant system which the other levels of IT support can use to manage their workloads.
Sometimes carried out by more junior team members, this IT support is essential for all businesses and can also translate into providing assistance for customer service teams. Find out more about Level 1 IT Support by clicking here.
Level Two: Level 2 is the next tier in the escalation process for IT support management. The main tasks are often for Level 2 technicians to solve any major technical issues that could not be fixed by level 1 support. This could include anything to do with the entire IT network so professionals at this level tend to be multi-skilled and have ways of supporting in many different fields. Find out more about Level 2 IT Support by clicking here.
Level Three: Level 3 IT support refers to the most senior level professionals within a business or outsourced company and is made up of a range of specialists who can provide skilled services. This can cover anything from security compliance to whole company cloud performance, offering a unique form for every type of business.
Due to the seniority of this IT support level, these professionals are most commonly responsible for managing overall IT strategy and ensuring this aligns with all other department objectives. Find out more about Level 3 IT Support by clicking here.
Level Four: This type of IT support refers to any tasks that are actively outsourced to another agency. This could be because skills are not available in-house or as part of a strategic decision-making process. Level 4 suppliers are not supported by the business in question but instead provide direct service by working directly with employed teams.Find out more about Level 4 IT Support by clicking here.
Which Tasks Are Managed by IT Support Specialists?
Security Compliance 42% of companies say they have concerns about compliance regarding digital transformation. IT support will help a business choose the proper compliance certifications for their needs and get the processes to the required level for passing. It is also the IT support’s duty to maintain the right networks that facilitate ongoing compliance and work to resolve any factors that are posing a threat.
Cyber Security Given the digital nature of many industries in 2023, this is one of the main challenges that IT support faces. 40% of UK companies became a victim of cyber breaches in 2022. IT support therefore manages vulnerabilities, resolves any breaches, maintains secure software and hardware, and stay on top of the latest developments within the security crime sector to ensure their business is operating safely. This could be something as simple as identifying a phishing email to entire coding networks to add an SSL.
Cloud With 60% of the world’s business data stored in the cloud, this one is again essential for future-proofed operations. IT support teams will set up accounts, manage access, and keep employees always working safely.
Servers Maintaining strong and safe servers is also a task for IT support teams. Without this vital component of operations, a business would simply not be able to function as teams would become disconnected and information unavailable. IT supports are responsible for the ongoing management of servers as well as providing solutions if upgrades or changes are needed.
Team Accessibility Keeping your employees operational is also a key task. Whether it’s setting up a new Microsoft 365 account or fixing a hardware issue, these issues account for delays to overall business development if not managed efficiently. IT support services should always have a direct line of communication with employees regarding whether the service is in-house or has been outsourced.
Telecommunications This covers hardware and software and provides solutions for getting employees online, such as contracts and pay-as-you-go systems.
Disaster recovery Did you know that if a natural disaster occurred, 40% of small and mid-sized businesses would never be able to reopen? If the last few years have taught us anything, it is that unpredictable influences are rife. Businesses need to have plans for how they can weather any storm. IT support teams are responsible for helping with the implementation of disaster recovery plans and the execution if the worst should happen.
As well as all these tasks, IT support teams have made other responsibilities that feed into wider business strategy. The function is used differently, but the core skills list above should be available for everyone.
Should I Choose In-House or Outsourced Specialists?
The beauty of IT support is that as long as the tasks are being carried out, you have the option as a business owner to decide who does them.
In-house teams are brilliant as they are a core member of the wider business. They will understand operations in deep detail and be able to apply their own skills to the IT networks.
Outsourced support has the added benefit of being able to bring a range of skills for just one cost. When bringing in talent, you can look to pay an average salary of £46,945 per year for an IT support manager. For some companies, this is small change, but for others it’s a big cut of budgets.
Your choice is therefore like to be influenced by any of the following:
- Required skills
- Scope of roles
- Business objectives
- Existing employees
Both options are great and offer full IT protection for operations.
Are You Now Confident in Know What Are the Different Types of It Support?
IT support probably covers much more than you initially thought because of modern requirements. At Creative Networks, we understand that no two businesses are the same which is why we take a bespoke approach to our offerings.
As you can see from our recent case studies, all different types of business can benefit from professional IT support services. Contact us today to find out how your IT support services could be improved to facilitate more successful operations.