5 myths about technical support in IT

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Users of IT products who seek technical support do not see what is happening in the background: what work employees do in addition to helping clients. Because of this, it may seem that technical support is useless. Oleg Zhigalov, Technical Director and Head of the Information Technology Department at R7-Office, spoke about five popular myths tunisia telegram number database related to technical support and how it actually works in an IT company.

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The technical support team consists of people who only accept requests.
Sometimes users think that technical support is only specialists on the other end of the phone or email. Their main task is to accept requests and help the user understand the product. In reality, everything is much more complicated. For example, in our company, the IT department consists of several divisions: engineers, testers, analysts and a project office.

Engineers develop high-load architectures and service high-complexity clients. Testers test programs that we receive from developers. These are both technological alpha and beta builds, as well as RC-level products (release candidates). They use manual testing technologies, among other things, and conduct load tests. They use specialized stands that our engineers develop together with testers. They conduct highload tests on them.

Analysts classify requests: tickets for fixing errors should not be mixed with requests for adding new functionality. They set a priority for each request. It is important to understand which large clients a particular request may affect, how often they ask about changing a particular function, and how many users the proposed changes will affect. As a result, specialists form a list of the most urgent requests, which, after discussion, becomes the next pool of improvements.



Technical support does not affect the development of an IT product
This is one of the most popular myths. In fact, technical support directly affects the IT product. Without technical support, developers would not receive feedback from customers "from the field", which helps to find out what needs to be improved in the product.
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It is in the "fields" that exotic scenarios for using software products are encountered, which designers could not even imagine at the development stage. Without technical support, development resources would be unjustifiably spent on reproducing errors in a specific infrastructure. But for us, this task lies with technical support, and developers are given already structured diagnostics.