When the company acquires a technological product or service, either hardware or software, it seeks to improve its infrastructure, its business and customer service. Taking into account that these are essential aspects in companies, it should be borne in mind that implementations always require the assistance of personnel responsible for the operation and stabilization of the same.
The technical service is not simply a repair or maintenance assistance: it is the image of the company; and the technician is a fundamental part of that image, because he is the one who guarantees that the service is provided in the best conditions. Therefore, the technicians who perform this service must have full knowledge of the importance of their work.
Technical support is not just incident attention. This consists of prolonging the useful life of the infrastructure, being an active and non-reactive assistance, which implies a scheduled maintenance of the equipment such as servers, applications, UPS, among others. Without a doubt, a timely review will improve the performance and useful life of the infrastructure.
The ideal of each company is that its systems are always in operation and available, that users' activities and business processes are never interrupted or affected.
In order to achieve this mission, qualified professional personnel are required to guarantee the provision of a quality technical service, personnel with knowledge in hardware, laptops, desktops, printers, software, the company's own applications, computer tools, email clients , Windows systems, Linux, restoration of operating systems, networks, identification of connectivity, connection of network points, among other knowledge that are acquired with the experience.
The provision of the service to end users should be carried out in a timely manner, with kindness, with respect and with clarity.
Technical personnel must clearly explain to the user the reason or failure of their system. Sometimes the incidents happen due to ignorance and incorrect handling of the tools. With the assistance you can detect this type of flaws to later train them and avoid further damage to the system, such as loss of information, poorly shut down the equipment, deconfiguration, among others.
The technician has to solve the problems and, if possible, anticipate them, detect anomalies even before the company has knowledge of them and, most importantly, provide solutions. It is advisable to have a survey to evaluate the degree of customer satisfaction, evaluate the performance of the technician, see improvement points and detect new user needs.
It is said that 40% of customers will leave a company after making two errors in the service and 59% of users will change companies to get better assistance. Given the high risk of loss of customers due to poor service, it is very important that the technician has full knowledge of their work, beyond the technical part, to solve the needs of their customers and thus not affect the provision of the service to end users
