Technical Support Services
Minneapolis Tech Support Consultants
With today’s constant changes in technology, it’s hard to find a company that doesn’t utilize some type of technical support service. The type of support given will vary by company, but will ultimately always revolve around technology. Support can be required both internally (employees) and/or externally (customers).
The term “Technical Support” is rather broad and used to cover a variety of different support roles. NSR works with consultants who are knowledgeable in all areas of support and have taken on a variety of different roles when working with us. Some of the most common ones include:
- Service Desk Specialist - tends to be similar to what many know as a Customer Service Representative, but with a little more technical knowledge. They act as a single point of contact for multiple areas within the business, and have more involvement in the overall operations.
- Helpdesk Analyst or Technical Support Analyst - generally provides basic support to the end user, ensuring that problems are resolved quickly and efficiently. This can be done via phone, chat, or email, and in most cases the issue is taken care of during that first initial contact. Many helpdesk departments have “tiers,” allowing more complex issues to be escalated to a more advanced analyst when necessary.
- Desktop Support Specialists - usually a little more “hands-on,” focusing on providing on-site support such as troubleshooting, configuration, and installation of various computer hardware and software systems. Some Desktop Support roles utilize remote access methods, allowing them to take over the end user’s computer to perform the necessary work without having to be physically on-site.