With the level of tech integration into almost every facet of the business, it is significant for organizations of different sizes to have a support team. Some of them focus on serving clients’ quotes and answering questions (customer support) while others focus on solving technical issues (technical support).
Client support and care department is a team that interacts with customers on an as-needed basis with the help of different chat channels (e.g., email, phone, apps, live chat, and social media platforms). Customer care services are there to offer tech help with products, while service teams aim to provide positive customer experience.
An IT support department, for instance, is more than the people who set up new applications or deal with computer-based issues. That is only the tip of the iceberg. The department has to provide pro support to all users who use internal computer systems. Except for setting up software, their duties may include troubleshooting problems and offering technical guidance.
A support team or department develops and maintains many internal systems necessary for perfect communication and work. This team continually creates plans to improve the overall efficiency and productivity of the business. A support team has a huge influence on the company’s success and profitability, and that is why it is critical to answer the questions like, “What is support department?” and “Why are support teams important?”
Support service or department is what makes any IT product alive and well-treated by the customer. Usually, an Information Technologies support team is a part of the IT department with an IT director at the head. The next level is often an Information Security team, followed by System Development, Delivery, and Support. We will focus on System Support Dept., which typically involves teams like:
As you may guess from the IT support department definition, this element of a company structure is critical as it guarantees clear communication and prevents users from facing different problems (or solves them if they already exist). Experts offer several approaches to structuring a department for support.
A two-tier system is the first option to consider. This one consists of quick fixes and more sophisticated cases. In such a scenario, all queries are fielded by tier-1 agents. These reps should be fast responders. These specialists must be ready to explain most of the things to the users and clients and solve small-to-medium size problems.
If there are more significant inquiries that imply extra research and greater attention, tier-2 reps should be involved. That is usually a smaller but more professional team with an in-depth knowledge of the product or service. This level of support department consists of:
The multi-level structure of this department is the most popular solution. It allows to process multiple calls quickly, without transfers.
H2: What Are the IT Support Department Functions? How to Build This Team?
It is challenging to build an in-house support team or department. Without understanding the functions of it, you will not realize the importance of IT or any other support team. That is why we recommend having a look at the responsibilities first.
IT department is different from business-process departments. It consists of people who understand the ways specific technologies function and apply them correctly to enhance the performance.
Automating various business processes is one of the main functions of this department. It means realizing the methods and the necessary tech. Then, one should adapt workflows to integrate with the tasks of the rest of the personnel.
This part is the most obvious one: a department must ensure the highest return on investment when it comes to implementing and using various systems and technologies. Support departments should keep on upgrading IT systems to keep the company up-to-date. This team must also assist with accommodating multiple needs that may change over time because of the tech progress.
While there are data processing teams, they are often a part of support departments. Such a department should collect and evaluate the available information and interpret it to the rest of the staff.
It is not the last point, but one of the major functions for sure. IT support teams should take care of the system security and prevent the company from the information outflow.
To build an in-house support team, a company should invest plenty of money and time. Here are the basic steps to consider (if your business is at a stage of growth):
No matter whether you are interested in building an IT or sales support department, you may consider the same steps to take. After calculating your expenses, you may come up with the conclusion that your business is not ready for these costs.
Organizations frequently find out that their budget makes it possible to hire only one person for the IT department. It does not allow reaching the mass necessary for justifying effective support. The technologies are complicated today. Also, clients and users hate to be on hold. Thus, we believe that there is a better option for your business!
So, tools, spare parts, network & management software, and manuals, along with training and mentorship, do not constitute the full list of the costs a business might face if you decide to hire an in-house support team. Most of the successful organizations have found a better way out!
Have you ever heard of the outsourcing department of support services? The greatest advantage of hiring an external department is that a business will obtain more bang for the buck. It gets several members at varying levels instead of just one.
As we have admitted above, when talking about the structure, the majority of IT support organizations have more than one level of support. It means that a business can hire any of them when choosing to outsource. After comparing the price of a support contract to recruiting tech department staff in-house, it becomes a no-brainer. Support departments’ outsourcing is cost-effective and time-saving! We’ll explain why:
Finally, it is a great opportunity to focus on core business activities, while others do secondary tasks. In any case, hiring remote support teams becomes more and more popular practice, and giants of various industries recommend doing so.
We believe that we have listed enough reasons to outsource an IT or business support department. That list is far from full! Most of the successful American companies choose outsourcing agencies from Eastern Europe to hire remote teams. It allows for cutting operational and labor costs significantly. Thus, it is time for your company to think about creating a remote support team for your department if you haven’t done it yet!