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Glossary

What is Technical Support?

Technical support is a service that provides assistance to users of technological goods or services. IT support, help desk, and service desk are other terms for technical assistance. Technical assistance, in contrast to traditional training, often focuses on assisting with a specific user problem or issue. Because technical support frequently adds to or supports a company's entire customer service concept, the team or department may be able to bridge the gap between the technical world of IT and the practical side of customer care.


For small businesses, technical assistance may be as simple as a single employee, or it may entail many departments and staff. For example, a major corporation like as Go4customer frequently has two sorts of teams:


  • An internal IT support staff that assists employees when they encounter a technological issue.

  • Customers and users of Go4customer's systems are assisted by an external support staff.


Depending on the support level or tier, technical help can be provided by phone, email, live chat or video, chatbots, online tutorials and how- to's, discussion boards, and other tracking tools. Among the many popular third-party technologies for help desk assistance are Zendesk, Salesforce, and Go4customer.

Levels of IT assistance (tiers)


Within IT companies, the words "support levels" and "support tiers" are used interchangeably. It is advantageous to organize your IT support around levels or tiers for various reasons:


  • Addressing consumer demands strategically

  • Providing a satisfying client experience

  • Resolving minor or easy-to-manage concerns as soon as possible

  • Creating a timeframe and methodology for difficult-to-solve situations

  • Boosting employee satisfaction

  • Improving employee training, advancement, and retention

  • Obtaining feedback and product development recommendations

Levels of IT assistance (tiers)

IT support levels (tiers)


  • IT Support Level Function Tier 1

  • Basic help desk resolution and service desk delivery

  • Tier 2 Detailed technical support

  • Tier 3 Expert product and service support

  • Tier 4: Outside assistance for situations that are not covered by the organization


Many businesses use this design and mix support tiers based on their resources and ideologies. Tier 1 and Tier 2 functions are undertaken by the same people in certain companies. Other businesses, for example, may mix Tier 2 and Tier 3 functions.


Another approach to see the tiers is as a timeline: the higher the tier a problem is escalated, the more time (and maybe resources) it will take to resolve. Your business can:



  • Set time limitations for each tier. For example, if a Tier 1 problem takes longer than 15 minutes to resolve, it is immediately escalated to Tier 2.


  • Allow IT support personnel to decide when to escalate a problem.

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