Technical support and maintenance


Technical support and maintenance

Maintenance and technical support play a crucial role in ensuring the smooth operation of information systems, particularly when it comes to computer hardware and software. As part of HLB Tajikistan’s services for the 1C program, our IT technical support team takes charge of monitoring and maintaining the computer systems and networks of our clients’ organizations.

When it comes to technical support and maintenance, outsourcing IT support companies like HLB Tajikistan offer both free and paid services to assist with the products they sell or the services they provide. Technical support can be delivered in various ways, including in-person support by offshore support staff, online chat, phone, email, forum comments, or incident reporting. Larger companies often have in-house IT departments responsible for troubleshooting and providing technical support to their staff. However, smaller and medium-sized enterprises (SMEs) may opt for outsourced IT support to minimize costs and gain operational advantages.

There are different types of IT technical support, including:

  1. Computer networks: This involves installing, configuring, and maintaining computer systems in large organizations
  2. Desktop support: This type of support provides direct assistance to end-users.
  3. Contract Hardware Maintenance: Working under contractual agreements to maintain and repair computer hardware for businesses.
  4. Vertical Software Applications: Providing support for software applications specific to particular business sectors such as retail, travel, or pharmaceuticals.
  5. Managed Hosting Providers: Ensuring the smooth operation of clients’ websites and applications, along with offering technical support.

The responsibilities of IT technical support include:

  • Installing and configuring computer systems.
  • Diagnosing and resolving hardware and software faults, both remotely and in-person.
 There are various types of IT technical support, including:
  1. Corrective Maintenance: This approach focuses on restoring normal operating conditions following the detection of an anomaly. The costs associated with downtime and repair are believed to be lower than those of implementing a maintenance program. However, this strategy may become cost-ineffective in the event of catastrophic faults.
  2. Preventive Maintenance: It involves performing maintenance at predetermined intervals or according to prescribed criteria to reduce the risk of failure or performance degradation in equipment. Planned maintenance cycles help to minimize operating faults.
  3. Risk-Based Maintenance: This approach integrates analysis, measurement, and periodic test activities with standard preventive maintenance. It takes into account the equipment’s environmental, operational, and process conditions. The goal is to assess asset condition and risk and define an appropriate maintenance program. Abnormal equipment is renovated or replaced, ensuring long-term reliability, safety, and efficiency.
  4. Condition-Based Maintenance: Maintenance is based on continuous monitoring of equipment performance and the implementation of corrective actions. By assessing real-time equipment condition through parameters and comparing them with average values and performance, maintenance is conducted when indicators signal equipment deterioration and an increased probability of failure. This strategy minimizes maintenance costs, reduces serious faults, and optimizes resource management.
In conclusion, technical support experts provide assistance through various channels, including online support, telephone, SMS, and face-to-face interactions for complex hardware or software issues. The level of support provided may vary based on whether it is free or paid. Outsourcing IT support teams, including dedicated development and maintenance personnel, can be customized to meet specific client requirements, ensuring defect resolution, change implementation, performance monitoring, and other necessary functions. This allows companies to receive the necessary support for routine maintenance and technical assistance tailored to their needs.