The Main Types of IT Support
1. Help Desk Support
Definition: A centralized service for handling and resolving basic IT issues, such as password resets, software installation problems, or minor hardware issues.
Scope: Generally, first-level support, focusing on common technical problems.
2. On-Site IT Support
Definition: IT support provided in person at the physical location of the user or business.
Scope: Covers more complex issues that cannot be resolved remotely, such as hardware repairs, network configuration, or system installations.
3. Remote IT Support
Definition: Support provided remotely via internet-based tools, often using screen-sharing software or remote desktop tools.
Scope: Encompasses a wide range of issues that can be fixed without physical presence, such as troubleshooting software, performing updates, or fixing network problems.
4. Technical Support (Level 1, 2, and 3)
Level 1 (L1): Basic support focused on simple, repetitive tasks, like password resets, account management, and other common issues.
Level 2 (L2): More advanced support requiring deeper technical expertise, such as troubleshooting specific software or network problems.
Level 3 (L3): The highest level of technical support, involving specialized knowledge for complex, high-level issues, including software development, system administration, or hardware failure.
Scope: Varies depending on the complexity of the problem.
5. Network Support
Definition: Focuses on ensuring the stability and performance of an organization's network infrastructure (routers, switches, firewalls, etc.).
Scope: Includes configuring networks, troubleshooting connectivity issues, managing firewalls, and monitoring network performance.
6. Cloud Support
Definition: IT support related to cloud-based services, infrastructure, and applications.
Scope: Support for issues with cloud computing platforms like AWS, Microsoft Azure, or Google Cloud, including cloud storage, & backups.
7. Cybersecurity Support
Definition: IT support focused on protecting systems and data from cyber threats such as viruses, malware, ransomware, and other malicious activities.
Scope: Includes threat detection, setting up firewalls, and securing data encryption.
8. Database Support
Definition: Specialized IT support focused on database management systems (DBMS), including setup, maintenance, troubleshooting, and optimization.
Scope: Includes tasks like database backup, recovery, and optimization.
9. Software Support
Definition: Support focused on resolving issues related to specific software applications.
Scope: Includes troubleshooting, software installation, configuration, and updates.
10. End-User Support
Definition: Focused on assisting individuals with their daily IT needs, ensuring they have access to the necessary tools and systems to perform their job.
Scope: Common tasks include troubleshooting applications, hardware issues, and user training.