What Is Information Technology and IT Support?

IT (Information Technology) support, commonly known as technical support, is a team of IT professionals who provide assistance to an organization with various issues related to computer technology. Companies can either outsource their IT support team or create their own in-house department to perform this function. As for the services it covers, IT support or help desk technicians cover a wide range of areas – telecommunications, websites, the Internet, and virtually any type of software or hardware that you might be using at work (laptop, computer, handheld device, etc.). 

Considering that we’re living in a technologically advanced world and that digital transformation is necessary for businesses to stay competitive in their respective markets, IT supports are necessary. The integration of digital technology into all business aspects is fundamentally changing how businesses operate and deliver value to customers. 

What Does a Typical IT Support Infrastructure Look Like?

The aim of IT support is to provide solutions to organizations when they experience issues with their technology. Companies need IT support to ensure that all their information systems are working cohesively, efficiently, and with no glitches. Organizations that rely heavily on technology typically have an in-house tech support team working full time. In-house teams have back-up systems in place at any given moment in case something goes wrong. 

A company’s IT infrastructure is the base that supports it. Computer-generated and physical resources make a company’s data center. Those data centers support the collection, processing, and analysis of data. An organization’s data center setup includes building and power essentials necessary to support the hardware – servers, storage, and networking devices (switches, routers, network equipment, etc.). A data center also requires watchful consideration of IT security.

Which Companies Use IT Support?

Organizations that use IT support include everything from startups and SMBs to Fortune500 companies. The companies that tend to use IT support the most are companies that provide tech products. However, professional service organizations, such as medical, financial, and legal offices, as well as telecommunication, retail, and manufacturing companies, also use it. Some organizations divide their tech support teams into two service areas:

  • Customer support service - focused on addressing service requests and incidents from external end-users
  • Help desk - focused on troubleshooting and fixing technical issues for internal end-users

Key IT Support Advantages in Business

Some of the most important benefits and advantages generated by IT support in business include:

  • Updating company equipment with the latest technology
  • Fixing, repairing, and optimizing hardware and software
  • Enhancing communication between employees
  • Enhancing communication with clients
  • Network monitoring
  • Assisting with industry compliance issues
  • Helping to reduce IT costs
  • Providing 24/7 technical support

An information technology support specialist typically has a bachelor's degree in computer science or information science, allowing them to be experts in computer information, operating systems, administrative systems, computer systems software, and information management systems. Throughout their career, the best IT engineering professionals continue their education by obtaining various technology certifications through tech leaders, such as Google, Amazon, Cisco, Microsoft, and others.

As a technology consultant, they are there to ensure that your company’s technology is enabling the organization to improve efficiency and productivity and maximize its benefits – improved product quality, improved productivity, customer satisfaction, and cost-saving. Besides helping your company stay productive and run efficiently, IT support can also build brand loyalty and generate word-of-mouth advertising.

What Is the Role of Technical Support?

There is so much more to being an information technology specialist than helping a computer user with a password reset. IT support provides technical support, helping businesses generate a competitive edge and stay relevant in the market. It helps companies execute critical business processes efficiently, including data processing and data collection. As a network administrator and expert in administrative information systems, tech support acts quickly to make crucial business decisions that ultimately help maximize the organization’s bottom line. 

At the basic level, an information technology specialist supports, maintains, and monitors computer systems and local area networks, supplies the know-how to optimize a system to fit an organization’s specific needs, and provides the technical expertise required to keep systems operating smoothly. IT support is there to deal with the technical issues that, if left unaddressed, could stop your company’s processes. IT services and job description include:

  • Replacing and repairing equipment, like computer hardware or mobile phones
  • Troubleshooting, diagnosing and resolving technical problems
  • Helping organizations maintain computer network security and data security
  • Maintaining a database of reported incidents and actions taken to address them
  • Installing and configuring software and tools 
  • Setting up accounts for new users and new employees
  • Training end-users on how to use software and hardware
  • Testing new technologies that businesses may subscribe to or purchase

Any type of software, even in its top form, can have annoying technical glitches from time to time. An effective IT support team is there to match your company with the best solutions for solving those hardware or software issues quickly, allowing all departments of your organization to be more effective. It also saves valuable time from your workday that you or your employees would otherwise spend on fixing those tedious issues. Furthermore, your IT support department is there to monitor your network and physical assets to discover malware, viruses, and other threats to your IT infrastructure.

IT specialists protect your infrastructure by rendering a combination of standard antivirus management practices, saving the company money, time, and other valuable resources. The number of security breaches (on a global level) is increasing by the year, and consequences include revenue loss, loss of intellectual property, damage to brand reputation, and various hidden costs. That’s why it is critical to monitor the status and performance of a business at every stage, especially if a business serves online customers. Consider a scenario in which your business’ network goes down for several hours, which may lead to reduced sales and huge financial losses. Thanks to IT support, such situations can be easily avoided because you have an IT support team that can help recover your systems within a few minutes.


Any company using computers (and that refers to almost every company today) needs to consider their information technology strategy to be able to make the most of their technology. IT support not only provides assistance but also helps optimize every technological component's performance and usability. Also, the IT support team is there to keep networks secure from potential threats while helping a company determine which security solution will best fit their company's needs. 

To keep everything running smoothly without affecting the overall structure of a company, outsourcing IT support is typically the most cost-effective way to do it (especially for companies focused on growth). Another advantage of outsourcing these services is that they can be tailored to the company's needs. 

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