Article career
Joanna Chojecka | 2022-03-31

First Line of Support – check out what the work of Helpdesk Consultants involves

In previous articles, we described the recruitment and onboarding of new employees at Support Online. If you're interested in learning more about these stories, read below. You'll learn about the daily work of the First Line Support team, the technical areas our Consultants work with, and how you can develop your skills with us.

Handling User Requests

The main task of First Line Support is receiving and handling user requests. Support Online serves customers who vary greatly in size and business type. Therefore, it's impossible to list all the types of requests submitted by users. Nevertheless, it's a broad helpdesk, and tasks related to, among other things, the following:

  • Active Directory (creating/deleting accounts and distribution groups, granting and revoking permissions, etc.)
  • Office 365/Microsoft 365 services from the administrative perspective
  • Email (Outlook and other email clients)
  • Network resources/drives
  • Hardware usage (e.g., network printers)
  • Resolving current user issues

We use a proprietary application to handle requests. Our ticketing system is not only a place to receive inquiries and send responses, but also a database of customer knowledge. Thanks to this, every team member knows where to find the most important information and find the right solution for a given problem.

PLW provides support remotely (via ticketing, telephone, and TeamViewer), so work can be performed entirely from home.

24/7 Helpdesk: How is the First Line of Support organized?

Support Online operates 24/7. This means that the First Line of Support's work is divided into three shifts. The schedule is prepared well in advance, allowing our employees to easily balance work with other life activities. When creating the schedule, the Team Leader always takes team members' requests and preferences into account.

It is important to us that the schedule is planned in a predictable and repeatable manner. We strive to have no more than five night shifts per month and to distribute the remaining shift hours evenly across all team members. We prefer full-time employment. So, if you're studying part-time, there won't be any problem fitting your work into your schedule.

First Line Support is Important: Learning and Development

The role of the First Line Support team is to receive and process user requests. The issues our employees face are broad, and their technical knowledge must be equally broad. We organize training and workshops that allow you to acquire new knowledge and consolidate existing knowledge. We also ensure the best possible information transfer between team members and focus on continuously improving the documentation we use daily.

We understand development as gaining knowledge and increasing independence and responsibility. Therefore, promotion from the Consultant position is realistic and desirable (both for employees and the company).

Working in the First Line Support

Working in the First Line Support is an excellent place to begin your career in IT. It's also a place where you can experience many IT solutions used in business in practice. If you're interested in pursuing this career path, we encourage you to apply!

Joanna Chojecka - HR Manager at Support Online
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FAQ
What does an IT company do? What IT solutions do we use at Support Online? When is it worth using an IT company? Why is it worth hiring an IT company rather than a freelance IT specialist? What are the advantages of working with IT Support Online?

An IT company, or IT firm, deals with information technology in a broad sense. This includes, among other things:

  1. Software design and development: An IT company can create custom applications for other companies or software products for the mass market. Depending on their specialization, these can include mobile applications, desktop applications, web applications, or embedded systems.
  2. Consulting services: An IT company often provides experts to advise on implementing new technologies, optimizing business processes, or selecting appropriate technological solutions.
  3. Cloud solutions: Many IT companies specialize in implementing and managing cloud solutions, such as data storage, application hosting, and data analysis platforms.
  4. IT security: Protection against cyberattacks, security audits, implementing security policies, and network monitoring are just some of the IT companies' responsibilities in this area.
  5. IT infrastructure management: In this area, a company may manage servers, databases, networks, and endpoints.
  6. Technical Support and Service: An IT company may provide support for its own products or general IT support for other companies, managing their technology on a daily basis.
  7. Training: Many IT providers also offer training in software use and secure technology use.
  8. Hardware Solutions: Some IT companies may also provide and configure computer, server, or network hardware.

Depending on their specialization and size, an IT company may offer one, several, or all of the above solutions. When choosing a provider, it's important to thoroughly understand their services and tailor them to your individual needs.

At Support Online, we have been supporting companies for years with

  1. comprehensive user support (both on-site and remotely),
  2. we service computers, phones, tablets, and related network issues,
  3. we specialize in server administration: Windows, Linux/Unix,
  4. we support virtualizers such as KVM, Hyper-V, VMWare, and Proxmox,
  5. we support cloud services, particularly solutions such as Azure, Microsoft 365, and AWS,
  6. we monitor servers and devices on the internet,
  7. we consult on development, DRP, and support the stability of your business in the IT layer.

If you're looking for a good IT company, Support Online is the right place to grow your business.

It's worth using an IT company like Support Online when:

  1. You plan to implement new technologies or software in your company.
  2. You need specialized technology consulting.
  3. You want to optimize existing IT processes.
  4. You struggle with digital security issues.
  5. You need support in managing your IT infrastructure.
  6. You lack internal resources or expertise to implement certain technology projects.

Using external IT experts can bring benefits in terms of saving time and resources, and ensuring high-quality solutions.

Hiring an IT company like Support Online offers several key benefits over an IT freelancer:

  1. Support from the entire team: An IT company has a full team of specialists, from DevOps specialists and Cyber ​​Security Specialists to IT Helpdesk Specialists, who possess diverse skills and experience, enabling faster problem resolution and the implementation of more complex projects.
  2. Reliability and stability: IT companies have an established reputation and track record, which can translate into greater reliability and stability of services.
  3. Maintenance and support: An IT company can offer service contracts, warranties, and after-sales support, which may be more difficult to obtain from an individual freelancer.
  4. Resources: Companies have access to more resources, tools, and technologies that can accelerate and improve project execution.
  5. Long-term availability: The risk of a freelancer disappearing or changing careers is greater than the risk of a well-established company going out of business.

However, it's worth noting that the choice between a company and a freelancer depends on your specific needs and situation. If you value peace of mind and a quick response to unexpected problems, it is worth choosing an IT company such as Support Online.

Partnering with IT Support Online offers the following advantages:

  1. Professional IT outsourcing: The company guarantees high-quality IT outsourcing services for businesses of all sizes.
  2. Comprehensive IT support: IT Support Online provides comprehensive IT support that meets the diverse needs of businesses.
  3. Saves time and money: With our support, clients can focus on their core business activities while reducing the costs associated with information technology management.
  4. Serving a diverse range of businesses: The company specializes in serving both small and medium-sized enterprises and large corporations, demonstrating its flexibility and ability to adapt to diverse client needs.
  5. Leadership in IT outsourcing: The company is recognized as a leader in IT outsourcing, particularly in the Poznań and Warsaw regions.

By partnering with our company, IT Support Online, businesses can count on a high standard of service and professionalism at every stage of the relationship.

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