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Deskside support deals with repairing computers and devices, assisting with setup and startup procedures, and helping with workstation moves. They typically go to the user’s location for physical repairs or advanced installations. They can resolve software configuration issues but may not handle major hardware or network issues.
Deskside support is a level of support in information technology (IT) that deals with the repair of stationary and mobile computers, such as desktops and laptops, along with devices, such as a personal data assistant (PDA), that connect to a computer. Unlike other levels of IT support, deskside support typically comes from the customer to help fix the computer. If physical repairs are needed, such as hardware fix or software setup, this support team is usually called. New users may have trouble starting up a computer and the deskside team is responsible for any setup and startup procedures. When users, usually business users, move their workstations, the deskside team assists with the move and helps get all affected computers up and running.
Many levels of an IT support team work over the phone or remotely access one computer through another computer to resolve a problem. While deskside support can deal with a few minor issues, this is usually not conducive for major issues, especially if the hardware is faulty. With this in mind, a deskside team member will typically go to the user’s home or business to see the computer in person.
If your computer has physical hardware damage that can be repaired, such as by reassembling the soldered parts or replacing the broken parts with new ones, technical support will usually perform the repairs. Software configuration issues, such as software installation refusals or programs not working properly, can also usually be resolved by the deskside team. While the deskside team may be able to help if the issue is with a network, this is normally left to the network support team.
A new user may have trouble starting their computer, especially if the user needs to do advanced installations. Whether you’re a business or home user, deskside support typically sets up your computer to boot. Training is normally not the job of the deskside team, but a team member can show the user how to correct any problems that may have arisen, especially if the user requests it.
Business users may need to move their workstations if they change locations, and this move may require advanced hardware and software installations. To facilitate the move, deskside support will perform the setups so that business can begin, usually within hours or days. Depending on the IT team, deskside support may or may not be able to set up networks or servers for you.
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