on 23 July 19
Technical support is a concept that summarizes and encompasses a variety of services through which businesses and organizations provide assistance to users of technology products and services, such as:
- mobile and fixed phones,
- software, and other electronic and mechanical goods and services.
Technical support is usually provided via telephone, Internet, e-mail, or online support services on the website. Large organizations often have their own, internal technical support service, which helps staff to solve emerging technical problems. Also, a good source of free technical support is the Internet, where experienced users on various forums and sites can advise or help in solving or sharing their experience in solving similar problems.
Managed services are the practice of transferring the permanent activities of management outside the organization. The term is close in meaning to the word "outsourcing". A person or organization that owns or directly controls a managed organization or system is called a customer. A person or organization that performs a remotely managed service is a service provider. Typically, the customer remains responsible for the operation of the remotely managed service and does not waive general managerial responsibility for the organization or system being transferred to management.
Outsourcing the Support
Outsourcing is the transfer by the organization, on the basis of a contract, of certain types or functions of the business activities of another company operating in the required field. Unlike services and support that have a one-off, incidental or random nature and have clear starting and ending points, functions for professional support of the uninterrupted operation of individual systems and infrastructures on the basis of a long contract (at least 1 year) are usually transferred to outsourcing. Outsourcing allows to increase the efficiency of the enterprise as a whole and use the freed up organizational, financial and human resources for the development of new directions or concentration of efforts that do not require increased attention.
As for the efficiency of the services provided, for many, fast and productive help (especially at the stage of getting to know the platform - Galis Technology) is one of the necessary components of the service, without which the work becomes more complicated and may even lead to the rejection of the use of the resource. Do not play on words with your users. If the problem requires a lengthy investigation, it is better to point it out in advance and indicate an approximate time frame. There is no need in false hopes - sometimes it is better to state a slightly inflated time frame and do the work earlier. If there is a question about the progress of processing the task, be sure to indicate what has already been done for the solution and why it takes so much time.
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