‘Overall employment of computer support specialists is projected to grow 9 percent from 2020 to 2030’ – (Bureau of Labor statistics)
So, What exactly does Desktop Support involve? Desktop support technicians have many responsibilities, the main ones being installing new software or programs, managing updates, and providing technical support. Starting your IT career as a Desktop support technician offers you a lot of benefits, not only does it give you a chance to improve your technical skills as you go, it also is a job in most cases that can be done remotely in the comfort of your own home, saving you time and commute money. So if you are passionate about IT and computers and you love working with people, this is for you!
In saying that, there are different types and levels of Desktop support.
Phone support is your typical answering a phone call regarding a question about a person’s computer. For example, you could receive a call from a customer stating that a computer isn’t performing as expected, the Desktop support technician’s job here is to guide the customer on the steps on how to fix their issue.
Internet-based support can be done via a live chat on the internet. The customer will state their issue via the chat box provided. The Desktop support technician’s job here is to type out steps on how to fix the issue or ask more questions to find out more information about what could be causing the issue. In this case, the Desktop support technician, if necessary, can gain access to the customer’s computer through remote access and remote control computer software.
Personal support is when the Desktop support technician can provide a more hands-on approach to provide support as they could be in the same building or in the same vicinity. The technician’s job here is to interact directly with the computer that is running into issues and solve the issue on the computer itself, instead of remotely.
Now let’s get onto the different levels involved in Desktop support. Level 1 support is the first tier of support and is provided by IT support staff with the least experience and least access to information about the company. The technician’s main responsibilities in Level 1 support include collecting customer requests, answer phone calls, responding to emails, basic troubleshooting, and solve common problems. If no solutions were found, Level 1 support can forward the query to Level 2 support.
Level 2 support offers more in-depth technical support. First, a Level 2 technician will check how much support was provided by the Level 1 technician and go from there. Level 2 support technicians have more understanding of the companies products and are more experienced in troubleshooting. They also have more experience working for the company, have had more extensive training, and have access to all information about the company.
Level 3 support involves specialists such as engineers, architects, etc. They have access to the highest level of information about the company and information about the products, meaning they can provide solutions for multiple problems. Level 3 support specialist’s main job would be to go through code in a lab-based environment to identify the main cause of the problem.
You may have also heard about Level 0 and Level 4 support!
Level 0 support does not involve human interaction like the other levels. Level 0 support is when a user retrieves information from user manuals, FAQS, etc, and solves their issues without even having to move onto Level 1. Level 4 support basically provides outside support for an issue not supported by an organisation.
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