Software support
For effective provision of support, whether off-site or on-site, good software is needed for solving the specific problem. According to scenario one, it is clear that the most likely cause of the problem is a virus. The fact that Steve did not use an antivirus in his system means that the system was left prone to viruses attack. As an off-site means of solving the problem, Steve should be advised to purchase an antivirus and install in the system after which the system can be scanned and the photos retrieved. On-site approach would be practically the same with off-site service safe for the fact that Steve will not be performing the tasks. Off-site servicing requires a lot of explaining as well as takes a lot of time (Navtej, and Lori 219). The recommended software for use would be any major antivirus like MacAfee or Avast antivirus.
Scenario two offers a challenging situation too. There is need to identify whether the problem is caused by software failure or hardware failure. If the problem is software, then repair of the existing software is done. Since it is a crucial task of a financial manner on-site service supervised is more appropriate. On-site support introduces the risk of loss of properties whether physical or digital (Navtej, and Lori 234). Support technician could steal important information financial data and make way with it bringing a lot of problems to the organization. The need for supervised service is therefore necessary. On the other hand off-site servicing also introduces the risk of errors into the system. If the person taking instructions from the support technician do not understand well the same, the system could be exposed to many threats (Andrew 117).
Hardware requirements
In terms of hardware required, for the first scenario, there could be a likely hood of a monitor replacement for the system. In the explanation the system monitor froze and cannot be started. It is therefore imperative that in order to access the system, and retrieve the photos inside the hard drive, there should be a working monitor. In terms of hardware, therefore, there is need to acquire a new monitor if need be. In other cases a determination can be made to ascertain if the display problem is caused by fault VGA card. If that is the case, then a need to acquire a new one is considered. Tools for carrying out the process of opening should also be available. These tools include screw drivers as well as other devices that might prove as assets in the service. The second scenario, need almost the same hardware just like the case of Steve, however some other devices like POS terminals might need to be replaced hence the need for extra ones. Off-site support servicing cannot easily solve the problem of hardware change in any setting. It is limited to tasks that do not require too much expertise in the area. On-site support servicing is therefore suitable when it comes to change and repair of complex hardware (Andrew 201).
Cost of support
The cost of support ranges depending on the diagnosis of the problem. However, it is to be realized that it is more expensive to offer on-site support as compared to off-site support. On-site support requires incurrence of other expenses like travel and accommodation for the support technician. The activities involved in the process are numerous and require a lot of compensation. In general off-site support is cheaper than on-site support.
Process difference
The implementation of the two processes differs greatly. In the case of off-site support, it is normally preceded by a call to the support team asking for help. The client in need of help, always goes ahead to describe the problem he or she is facing. The support team or technician offer solutions based on the way he or she has understood the problem. Step by step instructions are given to the user (Navtej, and Lori 211). Some forms of communication in use include emails, phone calls and maybe text messages. On-site approach requires one to be physically present to solve the problem. This process is characterized by just one request from the distressed party unlike the off-site support which is characterized by many forms of communications occurring many times.
Skills required
For any support technician to tackle the problems presented to them effectively there is need for them to have skills that cut across different fields. First of all any technical officer need to have proper and updated knowledge of technological trends with regard to computer technology. Secondly, good communication skills must be handy. Good communication skills help one tackle a customer effectively in order to get the required answers correctly. Interpersonal skills are also necessary. This is so especially for those who offer on-site services. It is important to develop a good rapport with clients in the process. Off-site services does not necessarily require interpersonal skills but still the same attribute is valuable (Andrew 117).
Work cited
Andrew, Sanchez. Technical Support Essentials: Advice to Succeed in Technical Support. New York, NY: Apress, 2009. Print.
Navtej, Khandpur, and Lori, Laub. Delivering world-class technical support. New York, NY:Wiley, 1997. Print.
