IT Support
IT support refers to the technical services provided by IT professionals to assist organizations and employees with their technology needs. Hyrrokkin Research provides the clients IT Support keeping in mind the following responsibilities and tasks of IT support and that include:
Troubleshooting hardware, software, network and other technical issues – Providing phone, email, live chat or in-person support to help users resolving problems they encounter with technology.
Installing, configuring and maintaining computer systems, networks, printers, etc.
Setting up new equipment like computers, phones, printers for new employees.
Managing help desk tickets, documenting issues and solutions in a knowledge base.
Educating employees on using technology, software or new IT systems through training and documentation.
Monitoring systems and infrastructure to proactively identify and address potential problems.
Adhering to IT policies and procedures around security, compliance and more.
Managing technology inventory including hardware, software licenses, warranties, etc.
Testing new technologies and systems before roll out to end users.
Liaising with third party technology vendors for equipment repairs, maintenance and upgrades.
Here are some practices that Hyrrokkin Research follow when providing IT support to clients:
Listen carefully to understand the full scope of the client’s issue before jumping into troubleshooting. Ask clarifying questions if needed.
Take proper notes and document the issue, including any error messages, steps taken, etc. This helps when escalating or referring back to the ticket.
Set clear expectations on resolution timelines, and follow up regularly with status updates.
Communicate effectively using non-technical language the client can understand. Avoid using complex IT jargon.
Walk clients through troubleshooting steps where possible to empower them to self-serve where appropriate.
Follow up after resolution to ensure the issue is fully fixed and ask if any other help is needed.
Escalate promptly to specialized teams or management if unable to resolve issues on your own.
Research and follow up after resolving the case to build your own knowledge base.
Abide by the service level agreement (SLA) on response and resolution times. Strive to delight clients by beating SLAs.
Document work and solutions thoroughly for future reference and to share knowledge with other agents.
Gather feedback from clients to improve service quality and relationship. Aim for first-call resolution.
Stay patient and politely professional at all times, even when dealing with frustrated clients.
Be reliable and timely in responding, researching, following up and updating clients.
Our aim is providing exceptional customer service and technical support, while efficiently resolving issues to keep client downtime minimal. Follow-through and clear communication are essential.
In Conclusion, Our IT support team aims to ensure all technology within an organization is functioning optimally to enable employees to do their jobs efficiently. IT support staff handle day-to-day technology troubleshooting, maintenance and improvements.
