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What Is IT Support? Does My Business Need It?

Your business most probably uses some kind of technology, even if it’s just to send messages or use spreadsheets to assign duties. When this technology breaks down, it can stop your operations for hours or even days—unless you have IT support. 

What is IT support? It’s the help you need to repair your information system. IT support experts have the skills to install, maintain, and repair your information systems. Before deciding if your business needs this, consider the advantages it could offer.

In this blog, we’ll explore IT support and the benefits it can give your business. Let’s get started!

What is IT Support?

IT support refers to the services related to maintaining and optimising the smooth operation of your information systems. It offers end users the help they need to resolve their technical problems and safeguards your company from the risks of external threats such as hacking or natural disasters.

The Types of IT Support Teams

The Types of IT Support Teams

IT support teams bring a range of skills, including programming, development, and engineering. Each member specialises in specific technologies to address your unique requirements. Here’s how you can categorise these professionals:

In-House IT Support vs Outsourced IT Support

In-house IT support is the specialists and technicians you hire to assist your company and customers. Meanwhile, outsourced IT support is under contract to provide this assistance. This difference affects how they can offer their services.

Here’s a table breaking down their differences:

FeaturesIT Support
AvailabilityDuring Work Hours24hrs/7 Days
CommunicationEasyPossibly Difficult
Data ProtectionHighMedium/Low

IT Support Specialist vs IT Technician

IT Support Specialist vs IT Technician

Usually, you can separate IT Support representatives based on their skill level. IT support specialists have the expertise to deal with most technological issues you may face. Therefore, they’re more likely to help end users with simple and common problems and guide them in using technology. When a problem is more complex, they’ll send it over to a technician.

IT technicians have more experience and skills. So, they’re more likely to deal with complex issues, such as dealing with system backup problems.

Tiered Levels

Lastly, IT support comes in these levels based on the required assistance:

  • Level 0: When an end user requires help that they can easily solve by checking resources, it’s level 0. These resources include blogs and Frequently Asked Questions pages.
  • Level 1: If the end user can’t resolve the problem by themselves, they can contact the help desk to quickly resolve their simple technical issues.
  • Level 2: If the end-user has a problem that the help desk can’t quickly resolve, the service desk will take over at this level.
  • Level 3: When the IT specialists of level 2 can’t resolve the issue quickly, they’ll escalate it to this level. Then, technicians will use their expertise to resolve this complex issue.
  • Level 4: This level refers to IT support from another company. You may require this help if the issue comes from the company that created the software or hardware.

IT Support Responsibilities

An IT support team should help your business at a production and operational level. In addition, they should help end users with all their technical problems to ensure that technology doesn’t hamper daily operations. 

In particular, they have the following responsibilities:

  • Resolve End User Issues
  • Back up Systems
  • Automate Processes
  • Upgrade Your System
  • Minimise Downtime from Technical Issues
  • Train End Users to Use Technologies
  • Manage and Protect Data
  • Replace and Repair Technology
  • Increase the Performance of Technology
  • Facilitate Communication
  • Install and Configure Software and Hardware
  • Test, Diagnose, and Troubleshoot Technology
  • Maintain and Manage Information Systems

The Benefits of IT Support in Your Business

The Benefits of IT Support in Your Business

Businesses opt to either hire full time IT support or outsource it because it provides the following benefits:

Increases Productivity

The first benefit IT support offers is an increase in productivity. Since this team can quickly resolve and even proactively fix your issues, your staff has less disruption during their tasks. Moreover, as they upgrade and enhance the performance of your systems, your operations that rely on technology accelerate.

Ensures Business Continuity

When you have this support, your business can return to normal operations more quickly. They may resolve issues before your staff starts their work day if you’re using an outsourced team.

Increases Satisfaction

Using this support increases the satisfaction of both your staff and customers. As there are fewer technical issues and technologies work efficiently, they’ll have fewer frustrations. This will help your reputation among customers and help create a positive workplace for your employees.

Protects Your Data

Another advantage of using this tech assistance is that your data is safer. They’ll back up your system and safeguard your data from hackers. They may even put in place strategies to retrieve your confidential information.

Proactively Identifies Tech Issues

Using this support team will allow your business to find and deal with technical issues. When they test and upgrade your software and hardware, they ensure that it’s performing at an optimal level. If there are any issues, they can identify them and fix them before they compromise your business financially or lead to data loss.

Ensures Smooth Communication

Finally, IT support can enhance communication within your business by managing your communication channels. They can also create an omnichannel whereby all communication happens on one platform and facilitate working from home.

Why IT Support Is Crucial for Your Business

Whether your business uses complex technology or not, it’s best to have IT support you can rely on. Otherwise, you’ll be vulnerable if you experience any technical issues. IT support helps businesses with some of the most common issues that can stop your production process, such as retrieving a lost password. Meanwhile, your competition, which has IT support, will have already resolved its issue while you’re still trying to fix it without expert help. Therefore, if you wish to remain competitive and avoid risks, you should use IT support.


Now you know that IT support in business is a necessary service that helps your business operate smoothly. Most businesses use some sort of technology, even if it’s just emails or software, to manage their inventory. Whatever the case, you should have an IT support team to manage and protect your information systems.

When you use IT support, your business gains a competitive edge. You’ll be more productive and recover faster from technical issues. Plus, your staff and customers will be more satisfied with your system. So, you must consider integrating IT support into your system to gain these benefits.