What is IT Support?

IT support is the function responsible for keeping an organization's technology environment operational. It covers both user-facing issues — like software errors, connectivity problems, or hardware malfunctions — and backend technical operations, such as network maintenance and system monitoring. 

Most IT support teams operate within an ITSM framework, using formal processes to manage incidents, service requests, and changes to the environment. IT support plays a key role in keeping business operations running by responding to incidents, maintaining availability, and reducing technical disruptions.

What does IT help desk support do?

The help desk handles incoming technical issues reported by users. It operates as a centralized function that logs, categorizes, and tracks incidents or service requests. Most use a ticketing system to manage workloads and maintain audit trails. 

Help desk agents often work with predefined SLAs, escalating more complex problems to second-line or third-line support. They may also provide step-by-step instructions, remote access troubleshooting, and guidance on company-approved tools and configurations.

 Teams are typically responsible for:

• Device provisioning and configuration
• Software deployment and patch management
• Network access and permission controls
• Endpoint security monitoring
• Backup procedures and recovery workflows

Larger environments might segment responsibilities between desktop support, network operations, and security teams. Smaller setups often require broader, generalist roles.

5 benefits of IT support

Ticket volumes continue to rise — 46% of IT support professionals reported an increase over the past year, largely due to the adoption of new applications, devices, and user demands. Having a dedicated IT support function helps absorb this pressure while improving service consistency across the organization.

1. Fewer disruptions: Prompt response to technical issues helps maintain system uptime and keep employees productive.
2. Operational visibility: Logging and tracking support tickets helps identify recurring problems and areas for process improvement.
3. Security adherence: IT support teams often implement policies related to access control, patching, and antivirus tools, reducing exposure to threats.
4. Software compliance: Proper license management and version control reduce the risk of violations and compatibility issues.
5. Standardized configurations: Support teams help apply consistent settings across systems, reducing variability and simplifying future troubleshooting.

IT support tiers

There are 5 levels of IT support to handle technical problems based on their complexity efficiently. This structure helps organizations direct issues to the right expertise tier, manage resources effectively, and create clear escalation paths when simpler solutions don't work.

• Tier 0 – self-service
  This tier lets users solve common problems without contacting support staff. It includes knowledge bases, FAQs, and automated tools for routine tasks like password resets and basic software installation. Self-service options are available 24/7, reducing support tickets while giving users immediate solutions to simple problems.
   
• Tier 1 – first-line support
  Tier 1 is the first human contact point when self-service isn't enough. These technicians handle basic issues through help desk channels (phone, email, chat, ticketing systems). They address common problems like login issues, basic hardware failures, and standard software questions. Tier 1 staff usually follow predefined scripts or procedures.
   
• Tier 2 – second-line support
  Deals with incidents that require more technical expertise. These specialists have more advanced skills and system access to handle configuration errors, application troubleshooting, and network issues. They work with IT infrastructure teams and help develop technical documentation based on common problems they observe..
   
• Tier 3 – expert support
  Involves specialists, developers, or vendors. Handles unresolved or recurring issues that require deep technical knowledge, source code access, or hardware-level diagnostics. They tackle the most complex issues requiring in-depth product knowledge or advanced technical skills. These experts often create solutions for problems without established fixes and develop procedures that lower tiers can use for similar issues in the future.
   
• Tier 4 – external vendors
  Applies when the issue involves third-party services, hardware, or proprietary software not managed internally.  This includes software vendors, hardware manufacturers, and specialized consultants who have proprietary knowledge or tools. Tier 4 support typically operates under service-level agreements (SLAs) tied to vendor contracts.

IT support types

Support can also be categorized by how and when it is delivered.

• Reactive support: Triggered by reported issues, incidents, or failures. The team investigates, diagnoses, and resolves problems as they occur. Most ticket-based work falls under this model.
• Proactive support: Focuses on preventing problems before they impact users. Activities include system monitoring, applying patches, performance tuning, capacity planning, and updating configurations based on trends or alerts.
• Remote support: Delivered through remote access tools that allow technicians to troubleshoot systems without being physically present. Often used for geographically distributed teams or hybrid environments.
• On-site support: Involves direct physical interaction with hardware or infrastructure. Used when remote resolution isn’t possible, such as with cable replacements, hardware swaps, or secure environments with access restrictions.

IT support roles and responsibilities

Support teams are usually organized by technical expertise, but job titles can also reflect specific scopes of responsibility. Below are the most common roles found in IT support operations:

• Service desk analyst / support agent: First contact for user-reported issues. Logs and categorizes tickets, provides basic troubleshooting, and routes unresolved problems according to escalation rules.
   
• IT technician: Handles device-related issues like workstation setup, hardware diagnostics, and software installations. Typically works onsite or through remote access tools.
   
• Technical support specialist: Addresses more complex problems involving systems, applications, or recurring incidents. Often responsible for root cause analysis and updating support documentation.
   
• Systems support engineer: Handles advanced incidents involving servers, networks, databases, or enterprise software. Works closely with DevOps or infrastructure teams. May have admin or shell access, and often interacts with vendors or developers to resolve bugs or performance issues that fall outside standard support scope.
   
• Support team lead or manager: Oversees the team’s daily operations. Assigns work, monitors ticket queues, enforces escalation rules, and reports on performance metrics. Acts as a point of contact between support and other departments. Also involved in managing staff, budgeting, tooling, vendor relationships, and process optimization. 

Each IT support team will look slightly different depending on the organization's size, tooling, and technical stack. Some roles may overlap or shift as teams grow, and career paths often evolve with hands-on experience.

"For me, I look at it from different angles - knowing the technology, understanding the business impact, recognizing the urgency, the communication channels. A successful agent, who matures from being a junior or an intern, all the way to tier one, tier two, team lead, or IT Help Desk Manager, needs to go through all these stages to develop their career in this demanding field. It's everything you need to succeed."

Moe Sulliman - Technology Help Desk Manager at Wajax
Ticket Volume, episode 59

IT tech support: insourcing or outsourcing?

IT or tech support can be kept in-house or outsourced to a third party. At this point, the most important thing to consider is your users' needs. 

If you choose to outsource the IT department, you'll see some benefits, such as:

• Control of costs.
• Contractually ensured levels of IT service and support.
• Access to experienced IT professionals.
• Reduced risk to the business.
• Increased efficiency as your team will already have the appropriate training, experience, and qualifications.

However, it also has several disadvantages that need to be taken into account before making the decision:

• Less control: With outsourced support, you don't have autonomy over the support process or systems
• Less ownership: Depending on the contract and legal arrangements in place, you may not have access to ticket data 
• Data protection concerns: Some organizations will have data protection requirements to satisfy regulatory authorities.

InvGate Service Management as your IT support solution

IT support software is indispensable for teams to manage requests, automate workflows, and provide visibility into service performance. InvGate Service Management is an ITSM tool that offers a structured environment for handling IT support operations.

Some of its features include:

• Ticket Management: Organize and prioritize incidents and service requests based on urgency and SLA commitments.
   
• No-code workflow automation: Automate repetitive tasks and processes, reducing manual effort and ensuring consistency across operations.
   
• Self-service portal: Empower users with a portal that includes a knowledge base and service catalog, facilitating issue resolution without direct agent intervention.
   
• AI-powered assistance: Utilizes generative AI to analyze ticket details and draft responses, allowing agents to expand, summarize, or adjust the tone of replies. This feature can save up to 28% of the time spent crafting responses.
   
• Smart escalation and incident detection: Analyzes ticket progress and historical data to predict requests at risk of missing SLA deadlines, suggesting timely escalations. It also identifies potential major incidents for immediate review and action.
   
• Integration with InvGate Asset Management: Offers a unified inventory of all network-connected IT assets, including hardware, software, and cloud instances. Features include CMDB visualization, software license management, and compliance monitoring. 

IT support courses and training

Here are some key certifications and training that are highly regarded in the industry. 

Certifications for technical roles:

• CompTIA A+ Certification
  • Globally recognized foundational certification for IT support technicians.
  • Covers hardware, networking, troubleshooting, operating systems, and security.
  • Often required or highly recommended for entry-level IT support roles.
• Microsoft Certified: Modern Desktop Administrator Associate
  • Focuses on managing and deploying Windows desktops and devices.
  • Valuable for IT support roles in Windows-centric environments.
  • Demonstrates skills in device management, security, and troubleshooting.
• ITIL Foundation Certification
  • Industry standard for IT service management (ITSM).
  • Emphasizes best practices in delivering IT support and managing IT services.
  • Important for IT support professionals moving into management or process roles.
• Cisco Certified Technician (CCT)
  • Focuses on diagnosing, restoring, repairing, and replacing Cisco networking devices.
  • Useful if your IT support role involves network hardware.

Certifications for IT support managers:

• Certified IT Manager (CITM®)

This certification targets senior IT professionals and managers who want to enhance skills in IT strategy, project and vendor management, service management, business continuity, and risk management. It is globally recognized and valid for three years, focusing on practical leadership and strategic IT management capabilities.

• EXIN EPI Certified Information Technology Manager

Designed for experienced IT managers, this certification covers IT governance, project and Service Management, and information security management. It requires relevant work experience and ongoing education for renewal. It supports career advancement into leadership roles.

4 best practices to do IT support

1. Adopt an ITSM framework early on
   A structured approach like ITIL helps formalize support processes and reduce inconsistencies across tickets and teams. Start with core practices — Incident Management, request fulfillment, and Knowledge Management. 
   
   Even small teams benefit from defining what qualifies as an incident, what steps are required to resolve it, and how to document resolution for future use. A framework helps improve IT support: it results in better handoffs, avoids duplicated effort, and supports performance tracking.
    
2. Build a service catalog with defined request types
   Many IT support requests are repetitive but handled inconsistently. A service catalog standardizes them with predefined fields, required approvals, and fulfillment workflows.
   
   This makes service delivery more predictable and allows support agents to focus on exceptions instead of reinventing steps for common tasks like onboarding, software provisioning, or access changes.
    
3. Define proper escalation rules and documentation flow
   Escalations often break down because Tier 1 doesn’t have the right information or Tier 2 doesn’t have context. Build escalation paths that specify what information is required at handoff, how to tag unresolved tickets for post-mortem review, and when to loop in third parties. 
   
   ITSM tools can automate this, but it only works when backed by clearly written procedures and accountability for incomplete tickets.
    
4. Measure operational health beyond resolution time
   Time-to-resolution is useful but incomplete on its own. You should also monitor other service desk KPIs like re-open rates, ticket deflection through self-service, escalations that bounce between tiers, and knowledge article usage. 
   
   These indicators give a more realistic view of whether support is scalable and user-friendly. Use this data to identify training gaps, tool limitations, or inefficiencies in workflows.