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IT technical support officers monitor and maintain the computer systems and networks of an organisation.  They may install and configure computer systems, diagnose hardware/software faults and solve technical and applications problems, either over the phone or in person.  Depending on the size of the organisation, technical support officer's role may span one or more areas of expertise.

Organizations increasingly rely on computer systems in all areas of their operations and decision making process. Failure of mission-critical IT systems can lead to a complete inability of the organisation to deliver its services.

Technical support officers are sometimes known as help desk operators, technicians, maintenance engineers or applications support specialists.  The work is as much about understanding how information systems are used as applying technical knowledge realted to computer hardware or software.

In essence, technical support officers are responsible for ensuring the smooth running of computer systems and ensuring users get maximum benefits from them.  Tasks vary depending on the size and structure of the organisation, but may include:

• Installing and configuring computer hardware operarting systems and applications
• Monitoring  and maintaining  cmputer systems and networks
• Talking staff/clients through a series of actions, either face to face or over the telephone
• Troubleshooting system and network problems and diagnosing and solving hardware/software faults
• Replacing parts as required
• Providing support, including prcedural documentation
• Following diagrams and written instructions to rapair a fault or set up a system
• Supporting the roll out of new applications
• Setting up new users' accounts and profiles and dealing with password issues
• Responding wothin agreed time limits to call-outs
• Working continuesly on a task until completion (or referral to third parties, if appropriate)
• Prioritising and managing many open cases at one time
• Rapidly establishing a good working realationship with customers and other professionals (Software dovelopers)
• Testing and evaluating new technology
• Conducting electriical safety checks on computer equipment

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