IT Support That Works

IT support is a general term that describes any service or product provided by an organization to computer users of its particular technology. The IT support industry is expanding at a reported 13 percent every year and is expected to reach $20 billion by 2021. This information is gathered from a survey of IT executives. The focus of this article is on the types of IT Support Services that are offered. This is important because IT professionals need to be aware of the different types of IT Support Services so they can choose the right services for their situation.

The end user IT Support Service is the most common type of IT Support. End users typically have questions about a software program or a hardware component of their computer system. These questions are usually answered by support specialists that work for the manufacturer, or sometimes by IT support specialists that work for the end user.

The help desk is a more specialized form of IT Support. A help desk is usually stationed within the information technology department of a company. This help desk will provide tele-help or email support to customers, or it may be located in other parts of a corporation outside of the IT department. Generally, help desks are located in high traffic areas such as customer service departments, sales offices, or technical support departments.

The third tier of IT Support is referred to as tier three support. This is the most common IT Support service provided by many companies. In a tier three support group, several IT support professionals will specialize in helping with troubleshooting problems of one specific computer system. Examples of tier three support groups are Microsoft Certified Systems Engineers (MECE), Microsoft Certified System Engineers (MCSE), and Microsoft Certified Application Software Engineers (MSAE).

Fourthly, there is Microsoft Technical Accountant (MTC) support. Microsoft technicians are highly trained technical support specialists that work directly with end users. For a Microsoft technician to be certified, he or she must pass the Microsoft Certified Systems Engineer (MCSE) exam. This exam can only be taken once. To become certified, a technician must demonstrate knowledge of Microsoft products and programs, as well as pass a series of tests designed by Microsoft.

Fifthly, there is a Microsoft Application Support (MSAS) service desk. With a MSAS, an individual works on a Microsoft Support desk that is located within the same organization as the company he or she works for. A Microsoft Applications Service Specialist (SAS) provides support by specialized applications for Microsoft Windows operating systems, Office products, and Microsoft Office software products. Each MSAS service level has its own name and headings denoting the technical tasks, the support specialist must perform.

Sixthly, there is a Microsoft Application Delivery Manager (MADM). An Installation Manager, an Installation Lead, and a User Training Specialist (TTS) work together as a Microsoft Application Delivery Manager. To become a Microsoft ADM, an individual needs to complete a training program that covers one or two of the three main product development areas: Windows, Office, or Visual Studio. The Technical Lead is not part of this team; however, he or she is often involved in the testing of new software releases.

Lastly, there is Microsoft Technology Services. Microsoft Technology Services includes the following: Windows Blue Screen Recovery, Microsoft Certified Trainer, Microsoft Certified Systems Engineer, Microsoft Application Developer, and Microsoft Cloud Computing Solutions Provider. The support services provided by Microsoft Technology Services are usually managed through outside consultants. This helps reduce costs because technology vendors do not need to invest capital in setting up their own IT support services departments.