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IT support provides technical support and assistance to customers and end-users. A dedicated team of IT professionals provides it, and it is usually accessed via a help desk.

As you can imagine, there are multiple benefits of providing IT support:

• A central place for risers to go for IT help.
• A dedicated team to ensure faults (including complex issues) can be resolved quickly and effectively.
• Disaster Recovery can be supported.
• Software can be deployed in a controlled and safe way.
• Monitoring and more proactive support.

Typically, there are five IT support levels or tiers, each with its own complexity and skills.

Key moments:
00:00:00 Introduction
00:00:23 What is IT support?
00:00:45 What does IT support do?
00:00:57 The IT support team
00:01:44 The scope of IT support
00:02:10 Benefits of IT support
00:02:47 Most common IT support issues
00:04:34 The 5 levels of IT support
00:04:57 IT support roles
00:05:17 IT support software
00:05:48 In-house and outsourced support
00:07:55 Conclusion

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