When computers started to be used in the workplace, the IT support was extremely limited. The main task for the support technician was to ensure that regular backups of the systems were made. This technician could usually be found in a very small office, with broken printers and computers littered all over the floor and work surfaces, usually with cables and circuit boards hanging from them.
In a lot of companies at that time, users would often attempt to fix any problems themselves, rather than call for help. This has all changed now. Networked systems, and sophisticated software, have meant that the support engineers have to be highly skilled, and understand many different systems.
As IT systems started to become more complex, the number of people needed in the dedicated service team had to increase. A number of different skill sets were required within the team to be able to cope with technologies such as web development, network systems, and the installation of hardware and software, to name but a few. However, even though some companies are investing in sophisticated technology, there will always be legacy equipment to maintain, and that also comes within their remit.
As companies continue to grow, and multinational businesses evolve, these departments are required 24 hours a day, seven days a week. It is very rare that you can pick up the telephone and talk to your local support engineer, who is sitting in a tiny room in another part of the building. It is now more common to send an e-mail requesting assistance, or raise a ticket on the support page of the company intranet.
It might seem a little bit extreme to have to raise a ticket when you just believe the fault is on your own computer. However, the type of fault that you report will determine who will be tasked to solve the problem. It might be that they can use the information you have given them to prevent other similar incidents. This is where prevention is better than the cure, and a lot of system downtime can be avoided.
On a few occasions, what seems like a basic e-mail failure report might be an early symptom of a much bigger problem. It could be that similar faults have been reported by people in different locations throughout the world, and this would only be noticed if there was somebody to collate all the tickets. With this knowledge, problems can be escalated, and more members of the team allocated to solve them.
The systems that need supporting these days can be extremely complex, and a large number of businesses use external companies, rather than keep the department in-house. These consultancies will then call on freelancers local to the company in question to help rectify the problem. The cost-effectiveness of using this method depends on many different factors, such as the budget and size of the business.
IT support has had to change a lot to keep pace with technology. It is unrecognizable from from its humble beginnings. It is looked upon in a different light by companies and their employees, and is no longer the butt of jokes. The engineers and technicians that work in these departments have to be highly skilled individuals, and up-to-date with the latest technologies.
In a lot of companies at that time, users would often attempt to fix any problems themselves, rather than call for help. This has all changed now. Networked systems, and sophisticated software, have meant that the support engineers have to be highly skilled, and understand many different systems.
As IT systems started to become more complex, the number of people needed in the dedicated service team had to increase. A number of different skill sets were required within the team to be able to cope with technologies such as web development, network systems, and the installation of hardware and software, to name but a few. However, even though some companies are investing in sophisticated technology, there will always be legacy equipment to maintain, and that also comes within their remit.
As companies continue to grow, and multinational businesses evolve, these departments are required 24 hours a day, seven days a week. It is very rare that you can pick up the telephone and talk to your local support engineer, who is sitting in a tiny room in another part of the building. It is now more common to send an e-mail requesting assistance, or raise a ticket on the support page of the company intranet.
It might seem a little bit extreme to have to raise a ticket when you just believe the fault is on your own computer. However, the type of fault that you report will determine who will be tasked to solve the problem. It might be that they can use the information you have given them to prevent other similar incidents. This is where prevention is better than the cure, and a lot of system downtime can be avoided.
On a few occasions, what seems like a basic e-mail failure report might be an early symptom of a much bigger problem. It could be that similar faults have been reported by people in different locations throughout the world, and this would only be noticed if there was somebody to collate all the tickets. With this knowledge, problems can be escalated, and more members of the team allocated to solve them.
The systems that need supporting these days can be extremely complex, and a large number of businesses use external companies, rather than keep the department in-house. These consultancies will then call on freelancers local to the company in question to help rectify the problem. The cost-effectiveness of using this method depends on many different factors, such as the budget and size of the business.
IT support has had to change a lot to keep pace with technology. It is unrecognizable from from its humble beginnings. It is looked upon in a different light by companies and their employees, and is no longer the butt of jokes. The engineers and technicians that work in these departments have to be highly skilled individuals, and up-to-date with the latest technologies.
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