Technical Support
The technical support outsourcing industry is growing rapidly. Global industry majors are outsourcing technical support not just for cutting costs, but for transforming their business processes and providing strategic business value. Outsourcing technical support involves transitioning the technical support function from a vendor to a third party or an external service provider.
Technical support outsourcing is evolving from simple call handling to business process reengineering. The goal of IT Help Desks and tech support centers is to provide product information, product use information, and technical assistance on web sites that are accessible 24 hours a day, 7 days a week. This role is expanding as firms seek to outsource a greater breadth of solutions to a fewer number of service providers.
The help desk has now become a hub of the enterprise, delivering greater value to the business as a whole transforming into modern customer information centers (CICs) or contact centers . The role of tech support has expanded to include telesales – both pre and post-sales technical support, product support, technical applications and support, customer support services, network tech support, onsite tech support, remote support, remote IT infrastructure management services.
The various levels of technical support for businesses and consumers includes product information requiring specialist knowledge and complex issues management besides -
- Trouble shooting support
- Software usage and problems
- Application and desktop related queries
- Internet related queries
- Connectivity related problems
- Computer hardware queries
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