Corporate IT support: a complete guide

There are some things you notice most when they don't work. IT support is one of them. Yet this discreet cog in the wheel is essential to the smooth running of a modern business. At a time when digital tools are multiplying, technical needs are exploding. And so do user expectations.

So how do you structure effective IT support? When should you consider outsourcing? What tools and skills should be mobilized? We tell you all about it.

Overview of IT support and its different levels

IT support covers all services designed to assist users with their day-to-day technical problems. These can be software bugs, faulty hardware, forgotten passwords, or simply questions about how to use a tool.

But behind this seemingly simple mission lies a well-honed organization, often structured into support levels. Each level corresponds to a degree of complexity in the incidents handled.

Level 1: Basic assistance

This is the first point of contact for users. The Level 1 technician handles the most common requests: restarting a blocked PC, connection problems, software that won't open... It is also at this level that first-level IT maintenance is carried out, with simple checks or basic reinstallations.

Don't miss our IT maintenance guide to find out all about it.

Level 2: Advanced technical support

When the problem exceeds the capabilities of the first level, it is passed on to a Level 2 technician. Here, we enter into more advanced interventions: network configuration, analysis of system logs, complex hardware diagnostics... These are often profiles with more experience who take over. Because they are able to explore the technical layers of each incident in greater depth.

Level 3: Specialized expertise

This last level brings together experts (internal or external partners) capable of handling the rarest or most critical cases. They intervene in the case of deep-rooted application bugs, security flaws or crisis situations. This level also includes software publishers or manufacturers, particularly when a system bug needs to be corrected via an official update.

How to set up effective IT support in your company

Effective support is as much about organization as it is about tools and teams. Here are the main steps in structuring this strategic department.

Needs analysis and definition of objectives

First and foremost, we need to understand user expectations and internal constraints. What is the volume of requests? What types of problems are frequently encountered? The challenge here is to prioritize needs and define realistic objectives: average response time, satisfaction rate, first contact resolution rate...

Choosing the right tools and technologies

Good support is based on a well-thought-out technology stack:

• Ticketing tools to centralize requests;
• System monitoring to anticipate breakdowns;
• Accessible communication channels: chat, email, telephone ;
• A self-service portal for recurring questions.

The rzilient platform, for example, enables you to manage all these issues in real time, while automating the most frequent requests.

Staff training and recruitment

Support technicians have to master the company's tools, but they also have to be good teachers. Good support is also about human relations: listening, reassuring and explaining. Investing in ongoing training ensures that your team is up to date with the latest threats and technologies.

Cost of setting up IT support in your company

Budget-wise, it all depends on the size of the team, the tools chosen and the scope covered (business hours only or H24). In-house support costs more in the short term, but offers greater control. Outsourcing, on the other hand, enables you to keep costs under control, while relying on ready-to-use expertise (more on this below).

IT support challenges and issues

Providing effective IT support is not without its challenges. Here are the main challenges faced by our teams.

Ticket management and incident prioritization

Not all incidents are created equal. That's why we need clear prioritization rules (e.g.: blocking, urgent, standard) and the right allocation of resources. What's at stake? To ensure that users never feel alone when faced with a bug.

Maintaining user satisfaction

Responsive, human support improves quality of life at work. It's also a factor in talent retention. Conversely, a poor support experience can quickly turn into frustration and have a negative impact on the efficiency of an entire team.

Adapting to new technologies and threats

The IT world is constantly evolving. New applications, cloud migrations, cybersecurity threats... Support has to keep up, adapt and train. The integration of enterprise cybersecurity into support routines is essential.

How to optimize IT support management

IT support can always be improved. Here are 3 concrete ways.

Automating repetitive processes

Password resets, access configuration, recurring requests... These tasks can be automated via a platform like rzilient. Result: fewer tickets, more time for complex requests.

Setting up a knowledge base

Creating in-house FAQs, tutorials or a searchable database means greater user autonomy. Employees find the answers themselves, while support becomes more efficient.

Performance monitoring and continuous improvement

KPIs to monitor: average response time, number of tickets opened, resolution rate, user satisfaction. A data-driven approach helps to identify weak points, optimize resources, and continuously improve support.

Why and when should you outsource IT support?

Many companies choose tooutsource their IT support. Depending on the context, this can be a winning strategy.

Benefits of outsourcing IT support

• Reducing fixed costs ;
• Access to cutting-edge, up-to-date expertise;
• Extended coverage (evenings, weekends, telecommuting) ;
• Less HR and logistics management.

It's also an excellent way of scaling quickly, without weighing down your structure.

Criteria for deciding whether or not to outsource

We have to ask ourselves the right questions:

• Do we have the skills in-house?
• Is the ticket volume sustainable?
• Do we need 24/7 support?
• Can we guarantee the same quality of service as a specialist provider?

Successful IT support outsourcing with rzilient

Let's take the example of Sincro, a Paris-based SME specializing in management software for intellectual service providers. With around 60 employees spread between Paris, Lyon and telecommuting, IT support management rested mainly on the shoulders of its CTO, Philippe Bechtel.

In addition to his development and architecture responsibilities, Philippe had to manage hardware purchases, configurations and respond to user support requests. A considerable workload.

Faced with rapid growth, including the opening of a new office in Lyon and a series of onboardings, Philippe decided to call on rzilient to outsource IT support. This decision reduced his IT management time from over 8 hours a month to just 2 hours. What's more, by opting for refurbished equipment via rzilient, Sincro has made savings of around 30% on its IT purchases, while at the same time committing itself to a Green IT approach.

The impact on efficiency was immediate: an employee whose computer had been stolen received a new, reconditioned and configured PC the very next day. What's more, the onboarding of a new employee, which used to take 4 to 5 hours, is now completed in just 5 minutes thanks to the rzilient platform.

Philippe can now concentrate on his core business, safe in the knowledge that IT support is in good hands.

Conclusion

Well-thought-out IT support is much more than a technical service. It's an orchestration tool that smoothes day-to-day operations, secures systems and contributes directly to team productivity.

At rzilient, we help you make the transition to a new generation of support: centralized, automated and human.

Want to simplify your IT support management? Discover how our all-in-one platform and managed services can transform your day-to-day business.

‍