Differences between technical support and technical service or technical assistance

 We had said that technical support is a range of services through which assistance is provided to users when they have a problem when using a product or service, be it the hardware or software of a computer, an Internet server, peripherals, electronic components or any other equipment or device. The technical service on the other hand (from the English service desk or also understood as call center, contact center or help desk) is a fundamental capacity within IT Service Management (ITSM), as defined in the Information Technology Infrastructure Library. Its objective is to provide a “single point of contact” or SPOC (Single Point Of Contact), to satisfy the communication needs between IT and its customers help desk certification.

Assistance or technical support is defined in Esaña, according to article 2 of Decree 2123 of 1975, as "the advice given through a contract for the provision of servicesincorporeal, for the use of technological knowledge applied through the exercise of an art or technique ”. While the technical service has no legal definition. The tax administration opted for the definition drawn up by the State Council in the order of July 26, 1984 and the judgments of April 29, 1988 and February 12, 2004, through concept 47861 of June 11, 2009, which states that "technical services are understood as advice given through a contract for the provision of intangible services, for the use of technological knowledge applied through the exercise of an art or technique, without implying the transfer of knowledge."

That is, technical support is comprised mostly by a specialist technician who provides assistance to the equipment or problem in question, taking care of repairing or maintaining it, and technical service by a person who provides advice and help, but does not exactly solve the problem or failure. .

Additionally, it is usually understood within technical service to customer service, which in many cases, as the popular saying goes: "does not help or solve anything". We share a funny illustrative image that parodies this latest service. See more.