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What is IT Support?

IT Support is a type of technical assistance that helps with various technology-related issues like computers, servers, networks, and devices.

IT Support further explained

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In this digital age, having in-house technical expertise has become essential for businesses. It's not just tech-based organizations anymore. With the always-on, always-connected reality of modern business, IT has become a crucial component that most companies cannot do without.

However, IT monitoring and maintenance have not necessarily kept up with the increased dependence on technology. IT failures can occur suddenly, leaving organizations scrambling to identify the root cause, repair crucial technologies, and address any resulting complications. On top of that, cyber-attacks and security breaches are evolving threats that make the IT vulnerability of modern business even more apparent.

To overcome these challenges and enhance business and operational resilience, organizations turn to IT support. Here, we discuss what IT support offers and how IT Block is transforming how employees and IT agents interact to find solutions.

What does IT Support do?

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Just as IT has become ubiquitous among businesses, the roles and responsibilities of IT support personnel are also extensive. At its most basic level, IT support covers any form of assistance with technology-related services and products. That means that IT support is responsible for installing new security software as well as helping forgetful employees recover lost passwords.


Effective IT support solutions provide employees with the resources they need to quickly resolve issues and get back to work. Employees can access IT support at any time and from anywhere, with a reliable and prompt response. This leads to increased employee productivity, job satisfaction, and engagement.


With this in mind, here are some of the more common tasks associated with IT support:

  • Installing and configuring computer hardware, software, systems, networks, printers, and scanners

  • Planning and performing scheduled maintenance upgrades

  • Setting up accounts for staff and turnovers

  • Talking to employees and computer users to determine the nature of any problems they encounter

  • Responding to breakdowns

  • Investigating, diagnosing, and resolving computer software and hardware faults

  • Repairing equipment and replacing parts

IT Block takes IT support to the next level, allowing IT agents to resolve repetitive IT tasks and requests using virtual-agent chatbots, incorporate predictive intelligence to automatically categorize and send cases to relevant teams, and include service level management to improve visibility into commitments and set accurate business expectations. Finally, a comprehensive dashboard can provide service agents with a complete view of the entirety of IT support, backed by AI-informed recommendations and essential context. These advantages allow IT agents to resolve more cases, quickly and accurately.

Employees likewise benefit from improved IT support from IT Block. Omnichannel self-service options provide employees with reliable resources to find solutions, ask questions, and get accurate, consistent information at any time. Mobile options allow employees to get support through the IT Block app, available on any device. Collaboration tools integrate with various platforms, including Microsoft Teams and Slack. And, because support doesn’t only occur online, IT Block Walk-Up Experience streamlines face-to-face support requests, with online check-in, real-time queue estimates, and automated notifications.

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How can IT Support benefit your business?

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For IT Support to benefit us we must prioritize the adoption of efficient and reliable IT support, which can have far-reaching benefits for your company. The advantages of IT support, provided by IT Block, are numerous and can improve almost every aspect of your business, including technical efficiency and reliability, security, and mean time to recovery.

Some of the benefits of IT support include:

  1. Increased ROI and reduced spending: Investing in effective IT support can save your company significant amounts of money, especially by decreasing problem resolution times, improving employee performance, and revenue-generating aspects of your business. IT Block's cloud-based IT support platform maintains and provides access to all relevant tools in one place, cutting down on maintenance and management costs.

  2. Increased innovation and speed: IT support improves IT agility, allowing innovation to progress unrestricted, eliminating interruptions and setting the stage for further improvements.

  3. Enhanced cybersecurity: With the ever-evolving cybersecurity threats, having reliable IT support improves your security standing, allowing you to respond more fluidly to new threats as they arise.

  4. Delighted employees: IT support gives employees the resources they need to resolve problems quickly and directly, reducing downtime. With IT Block's ability to connect to IT wherever they are working, faster response times, and the ability to solve their own problems, employees will enjoy the freedom to excel in their tasks.

  5. Better IT adaptability: IT support is an effective resource for evaluating, testing, and incorporating new tools and systems to better advance business goals.

  6. Effortless scaling: Automated, cloud-based IT support services can handle significantly more cases than traditional support solutions, intelligently prioritizing and assigning tasks, and growing your business.

  7. Less time worrying and more time managing: IT support takes many IT-related tasks off of management's plate, freeing up leadership to focus on managing teams and growing the business.

  8. Maximized company efficiency and productivity: ServiceNow IT support incorporates advanced AI and machine learning technologies, unburdening IT staff and boosting productivity by as much as 20%.

  9. Customized service: IT support can address unique IT issues in a way that is customized to meet your needs, requirements, and limitations.

By investing in IT Block's IT support, you can improve your company's overall efficiency and productivity, reduce spending, and stay ahead of the curve with the latest technologies, allowing you to remain competitive and grow your business.

In the past, IT support personnel were often hidden away in basements, brought out only when computer systems or important office appliances required fixing. However, this approach is now outdated, and IT support has become an essential and fully-integrated aspect of the organizational structure of successful businesses.

While some companies still maintain separate IT support departments, many have integrated IT throughout their various teams and departments. This approach recognizes that every team and department relies on their own technology tools, systems, databases, and more, and should thus have their own IT experts on hand to address any unexpected issues.

However, this shift is not solely driven by the need for on-hand experts. Rather, it has become increasingly clear that success depends heavily on an organization's focus and commitment to digital transformation. As such, the traditional relationship between IT support and other departments, where IT simply reinforces the work of other teams, is giving way to a new order where IT itself drives commercial and enterprise growth.

At the forefront of this transformation is IT Block. With a focus on innovation and collaboration, IT Block helps companies adapt to changing business needs by providing customized IT solutions that support and drive growth across all departments.

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As you strive to modernize and digitize, it is essential for businesses to have reliable and efficient IT support to serve their customers and improve their operations. IT Block, a Singapore-based company, provides a comprehensive range of tools to help IT support teams achieve success in these endeavors.

IT Block's platform connects people, functions, and systems to drive innovation, increase business agility, and unlock productivity. Their services include delivering resilient IT support, optimizing IT to drive maximum resource utilization and reduce costs, and shaping service experiences for employees anywhere with always-on IT services.

Furthermore, IT Block harnesses shared data and analytics to provide trusted IT service workflows, which can improve IT productivity and boost agent efficiency. 

IT Block's goal is to provide reliable and effective IT support for businesses, and their tools and expertise are well-suited to achieve this aim. As we continue to develop and modernize our economy, IT Block will undoubtedly play an essential role in helping businesses achieve success in the digital age.

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