What is computer support?

With the evolution and growth of computers, laptops, software and hardware in the market, the need for their support and repair services was also increased with time. Earlier, only the company which was into the development of these products provides support, which was very costly for the computer user whether at home, small business or for big corporate. Then with time many companies were launched with trained computer technician and they provided the computer support services with low cost as compared to product owner support services.

Traditional computer support used to be delivered either by a person physically attending the premises where a computer was located, or the computer was taken to the tech support shops and companies or over the telephone with technicians on one end talking customers through a series of information gathering which was then relayed to the technician so that the technician could propose a solution which they would then talk the customer through implementing.

Then with more development, IT departments began to implement remote desktop computer support rather than necessitate a visit to an employee’s desk or clients home or office, as it was a more productive use of the technician’s and the employee’s time. This was made possible due to the remote software available to the technician that allowed them to remotely connect to any company PC at any time and the fact that the employees’ computers were all on a LAN (Local Area Network) which could provide sufficient bandwidth for a remote connection to function properly.

With increase in broadband penetration (which provided fast internet connections), some new companies began operations offering Instant Computer Support over the Internet to home users and small/medium businesses and a new era of Instant Computer Support was begun. These services are fully encrypted (secure) and delivered over the Internet rather than over a LAN using technology such as that offered by LogMeIn and Citrix. Prior to this, due to bandwidth limitations faced by dial up Internet, remote services were not possible or available to non-corporate.

Subscribers have an icon on their desktop and all they have to do is click it to receive instant computer support or software assistance - most companies operate 24/7. The remote software used opens an IM (Instant Messaging) session between the customer and the technician and can display the screen of the customer’s computer, with their permission, onto the screen of a company that provides computer support. The software program allows the company to instantly fix computer problems and deliver software assistance to its customers’ computers remotely as if the technician were sitting in front of it. Therefore, any technical problems can be quickly addressed immediately and fixed from anywhere in the world by an Instant Computer Support company rather than the customer being talked through it over the phone or having to wait for a technician to visit their premises.