Help Desk Technical Support Specialist Job description

Requirements:

• Technical and / or university studies in the career of Computing and Informatics, Networks, Systems Engineering or similar.
• Minimum experience of 06 months performing face-to-face technical support functions.
• Basic-intermediate knowledge of Networks.
• Basic knowledge of Server Administration.
• Knowledge of Windows 7,8,10 and Windows Server Operating Systems (desirable Linux).
• Desirable ITIL knowledge.
• Capacity for teamwork.
• Ability to work under pressure.
• Responsible and punctual.
• Availability of schedules.
• Desirable to live in areas surrounding the ATE district.

Features:

1. Attention via telephone, remotely and in person of incidents, user requirements regarding Infrastructure (Hardware and Networks).
2. Follow-up on incidents and pending requirements and ensure that they are closed in a timely manner, according to established service levels (SLAs).
3. Install Hardware and Software components.
4. Keep the inventory of technological equipment and supplies of the organization updated.

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First level support - Help Desk

First level Support Service. Help Desk

At Unitel- Sistemas de Telecomunicaciones we have a first-class Support Service - Help Desk  for remote assistance. We provide our clients with immediate support AND Always in an effective, simple and safe way. A computer resource to manage incidents and provide solutions to all types of companies, administrations and organizations.

What is a Help Desk?

A first level Support - Help Desk is an information and assistance resource that aims to resolve ICT (Information and Communication Technology) incidents and similar products. With our Help Desk service our technicians offer users, centers, companies or administrations incident management.

All this, channeled through a telephone assistance service and a telematic service through a portal or the Internet. There may also be internal support that offers and provides the same type of help for employees of the same organization or society.

Functions of a first level Support

The functions that Unitel-TC determines to the first level support - Help Desk are several:

• Our first level support service - Help Desk helps from a central point (through a support application) to customers who have any incident / breakdown / issue on various topics related to ICT (Information and Communication Technologies) .
• Our first level support - Help Desk manages the requests (incidence / breakdown / issue) via software, which allows them to be tracked with a single ticket or tracking number. This is also known as 'Local Bug Tracker' or LBT. Our software will, on occasion, be an extremely useful tool when used to find, analyze, and eliminate common problems in similar environments in an organization.
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What Does A Help Desk Technician Do?

Help desk technician process description


Help table technicians are instrumental to the smooth walking of any IT department, and they also provide a treasured service to customers and clients. Often the first port of name when there is a community issue, these skilled technicians have understanding in patron provider, in addition to problem-solving.

A help table technician has a varied role, which is focused on retaining technologies, presenting IT support, troubleshooting and identifying solutions.

Desk technicians can work in-residence or remotely on a freelance basis, and their day after day process can also change relying on the character of issues raised by personnel or customers. In-house personnel deal handiest with internal structures and network troubles that have an effect on and impact the workforce, while faraway workers may additionally address patron queries and troubles through phone, email or on-website visits.

Latest help desk positions March 2020

Information about Help Desk Positions

The Computer HelpDesk is comprised of 3 positions. A lab screen, assist work location expert, and assist work vicinity chief. The accompanying information general obligations for every position at the help work area. See below for more records on the first-class manner to show right into a HelpDesk employeee.



The HelpDesk Consultant wil :


Be the crucial reason of touch for understudy associated IT bolster problems.
Help understudies with organize associated equipment and programming issues (e.G., associating with the residence device or remote gadget).
Encourage and additionally oversee the restoration of understudy PCs.
Answer understudy calls and deliver technical support through telephone.


The HelpDesk Consultant can't :

Perform device fixes on PCs
Perform re-established order of running framework programming
Establishment and assist with a few other programming beside middle strengthened programming.

AI Bots Increase IT Helpdesk Support Efficiency? February 17, 2020

In the hastily evolving virtual landscape, establishments are constantly going through challenges to stability the act of minimizing expenses and driving efficiencies.

In the employer, IT helpdesk has grow to be an indispensable a part of enterprise operations. It is gambling a crucial position in supporting commercial enterprise users with uninterrupted generation services.

Without IT helpdesk, employees would preserve walking into stage 1 general problems that could affect their productivity.

However IT helpdesk efficiency is tormented by a plethora of factors. These include:

Having to attend to low-price tickets.

Ongoing resolution of basic issues.

Employees drawing near IT guide group for trivial issues consisting of password reset and sooner or later having to attend long hours until the issue receives resolved.

Changing workplace dynamics are bringing in a developing variety of variable affecting IT helpdesk support.

UNDERSTANDING CHATBOTS
Basically, chatbots are simple AI programs that engage with users thru the conversational interface. The essential concepts which are riding the development of chatbots are artificial intelligence and system learning.

Chatbots are revolutionizing the way B2E, B2B, B2C and C2C interactions work. They are designed in such a manner that they get better and better by expertise the consumer primarily based on the inputs the user provides, thereby saving numerous time and money for organizations.

“By 2020, at the least 80% of new business enterprise application releases will make reasonably sturdy use of chatbots for conversational, AI-rich applications” – Gartner.

Chatbots additionally have the functionality to extract facts from consumer/FAQ publications which help employees resolve issues without having to consult a guidebook. Employees can get solutions to their questions using ordinary messaging channels like Skype, Skype for commercial enterprise etc.

Just log onto Field Engineer, create an online portfolio connected to a bank account and begin searching for the help desk career  suitable for you today

ESSENTIAL QUALITIES YOU NEED IN A HELP DESK JOBS 2020

Working at help desk work area or in a help job is an incredible method to be taken advantage of the center of any business: clients and items. In an assistance work area work, you find a good pace clients, comprehend their involvement in your organization, and find a good pace item all around. It takes a specific blend of abilities, qualities, and individual attributes to truly go far in an assistance work area or bolster profession.

1. A genuine want to help individuals. 

This individual works admirably in light of the fact that they really need to help other people, not on the grounds that it's "their activity". They make a solid effort to play hard, discover satisfaction in their everyday undertakings, and have energy for their job.

2. Works 'with' and not 'for' the clients. 

A predominant help specialist considers the to be as an equivalent accomplice, and views themselves as an augmentation of the client's group. Relating to the client as an accomplice helps bolster operators treat issues as their own and give a degree of administration that they would anticipate themselves.

3. Positive and idealistic way to deal with critical thinking. 

Bolster occupations can be troublesome, however this individual doesn't permit negative client communications to get infectious. Even with a strained or charged circumstance, this individual realizes how to remain consistent and center around understanding the current issue. They approach clients with compassion, don't whine about clients when circumstances become difficult, and search for what can be gained from the circumstance.

Hard skills can get you the job, but soft skills will help you take it to the next level. Finding help desk jobs near me

The Business Service Service Desk

When your business’s workflow is interrupted, that can mean a number of time and money lost. But what's worse: important projects are delayed. To ensure that your business continually runs smoothly, the Service Desk allows you with any questions you can have or issues you may face.

Business Service Service Desk contains a contemporary far flung shared carrier table that has an fantastic track document for its surprisingly competent solutions and quick response times, and it additionally serves because the central contact factor for cease users’ IT support and service requirements. Interruptions and consumer requests for widespread applications and printers, as well as troubles with roaming customers or hardware are fast assessed and solved. We additionally provide crucial offerings consisting of consumer management, software distribution and guide for cellular devices.

Service desk description

The Service Desk teams are prepared with a expertise base and a crucial, multi-tenant IT Service Management Tool (ITSM) that is absolutely integrated into the ITIL-compliant provider management procedures by using Bechtle Hosting & Operations (BHO).



Consistent, computerized reporting makes the service first-class obvious and traceable, for example, with automated e-mail notifications despatched to the stop person while a price tag is opened and closed. The client can tune the status of the tickets and their development on line at any time

• Single point of contact via e-mail, phone, or fax for all requests and suggested interruptions
• Accepting and forwarding tickets to the next help stage if the tickets can't be solved at the Service Desk
• End user aid for computers and notebooks: MS Office 365, MS Windows 7 and later, MS Office (Word, Excel, PowerPoint, Outlook) version 2007 and later, Internet Browser (MS Internet Explorer, Google Chrome, Firefox)
• Remote laptop for short guide
• Regular carrier evaluation meetings
• Monthly popular reviews in compliance with relevant regulations

IT Service Desk Software Market

The studies report on the worldwide Service Desk Software market gives an in-intensity and big evaluation that consists of a whole view of the global market incorporate the recent trend as well as the future amplitude of the global market with recognize to service & products. In addition, the Service Desk Software market document offers an outline of the Service Desk Software marketplace with the complete segmentation through end-user, type, application, as well as location thru the entire traction evaluation of the overall Service Desk Software market. Moreover, the Service Desk Software document gives qualified research about the marketplace to assess the major vendors by using combining all of the related services and products to recognise the positions of the main marketplace players inside the Service Desk Software market.

Furthermore, the IT Service Desk Software file is designed with qualitative and quantitative evaluation of the Service Desk Software marketplace. The file gives an estimation of marketplace forecast and marketplace segmentation in keeping with regions which includes Europe, North America, Asia Pacific, and MEA. In addition, the file emphasizes the sizable PEST analysis and complete marketplace dynamics over the forecast period. The report comprises most important findings in addition to recommendations highlights and giant marketplace trends within the Service Desk Software marketplace, as a result enabling marketplace players to layout efficient techniques to benefit market revenue.

Help desk technician jobs 2020 March

Find the today's help desk technician jobs near me .Find out what pleasant fits your career Path.

1.Network+

What's going on here? Network+ is an all round perceived confirmation that checks your capability to configuration, oversee and check out wired and remote systems.

Accreditation process: You ought to breeze thru a solitary 90-question take a look at on the design of stressed and faraway machine devices and other developing innovations. The check costs $285.

Entry stage occupation postings searching out this accreditation: 4,738

Most ordinary employment titles:

• Helpdesk specialist
• IT specialist
• IT technician

2.. Ensured Information Systems Security Professional (CISSP)

What's going on here? CISSP is a universally perceived accreditation checking information security competency with a view to protect associations from assault. The qualification demonstrates broad specialised and administrative capacities to design and oversee records protection programs.

Confirmation process: The CISSP check covers 8 subjects: security and risk the board, aid safety, protection designing, correspondences and device safety, man or woman and get admission to the executives, protection evaluation and testing, security obligations and programming advancement security. The test consists of 250 inquiries, takes around six hours to finish and expenses $600.

Entry degree profession postings looking for this certification: 4,463

Most simple career titles:

• Information era auditor
• Security analyst
• Information security analyst

Improve the Help Desk of Your Business

Because of the vital position that the help table performs in customer support and enterprise function, being attentive to the following suggestions would without a doubt help you to leverage the potential of this function:

Answering Calls:
All assist table staff have to display enough knowledge in this. The first few words of a communication set the tone for the entire call. Therefore, help desk employees need to aim at beginning the verbal exchange in a pleasant way and being sensitive to the customer tone. The perfect script for a help table group of workers while answering a call have to encompass statements such as “Hello, thank you for calling X brand (your firm’s name) guide, my call is Jack, how may I help you today?” This assures callers that they have reached the proper corporation and the proper department, thereby facilitating easy decision of queries.

Determining Priorities:
Customer queries could range from simple delivery issues to advanced troubles related to snags in the product, requiring technical understanding. Helpdesk executives must be adept and experienced sufficient to check which difficulty warrants more attention and reply accordingly. Junior executives should no longer be allowed to address serious troubles or ones requiring technical expertise, as it could unnecessarily delay trouble decision, increasing purchaser dissatisfaction.

Effective Ticket Notes:
One of the functions which the assist desk does is to generate ticket notes, for each consumer request or complaint. Effective price tag support can prevent patron worries from snowballing right into a full-fledged important problem. Poorly created tickets may additionally cause the transport of poor high-quality customer support. Hence, a price tag note should be clear, unambiguous, and contain all of the necessary records related to the call. An effective price tag note need to consist of the following details:

• Who spoke with the patron and at what time
• Serial variety of the price ticket
• What procedures have been performed: the consequences and error codes
• List of movements which the help table personnel are alleged to take, or have already performed.
• When is the assist table speculated to contact the client, or while is the consumer expected to name back

Keep The Customer Informed:
Customers frequently get perturbed while they are requested to observe several publications of moves that they accept as true with might be of no assist. In such cases, executives have to provide an explanation for why following these movements could assist resolve their issues. This type of approach will make clients experience that the assist desk is keen to solve the problem as an alternative than studying a pre-written script to fulfill a given help desk job role.

Company Use Help Desk and Not Service Desk or Vice Versa?

Here are some assessments you must perform before deciding on between helpdesk jobs and Service Desk: 

Enabling a Mobile IT user solution: A way to provide greater self-service and user enabled skills in your quit consumer’s hands, for that reason removing some extra stress from the Service Desk and Help Desk.

Enabling Business or Process Automation: This determines the extent of automation you want to combine inside your gadget to help drive extra efficiency, responsiveness, and standardization in your service management operations. Service desk allows you to put into effect a better stage of automation for every IT manner your organisation follows.

Providing an Intuitive User Experience: How plenty you need to empower your users by using making it clean for them to get the specified support, provider, and information.

Better decision-support capabilities: Service Desk has the scope to integrate actionable intelligence that can assist your employer to manipulate the growing challenges while delivering effective carrier even in a highly complicated environment. It can attain this by using offering your teams with detailed performance information, diagnostic data, and actionable knowledge.

Main solutions of intrusion detection systems

Faced with an increasing number and increasing complexity of alert escalations, security and network administrators need to receive structured and organized information.

Similarly, when they deploy a solution or hardware for detection (IDS) or intrusion prevention (IPS), a centralized administration console is essential for them, whether for one or more strategic servers - solutions called " Host IDS ”- or for the entire corporate network -“ Network IDS ”solutions.

Functioning as anti-virus or anti-spam solutions, IDS refer to a database of known attack signatures. But in order to give their solution more responsiveness when an attack arises, some publishers have decided to transform their offer into IPS (Intrusion Prevention System), focusing their technology on proactive prevention, capable of reacting in real time when a anomaly is detected or an intrusion is proven.

In this market, there are two key players, ISS and Cisco. Then follow in sequence Network Associates, Snort, Symantec, NetASQ, Top Layer Networks, Netscreen, Hogwash, TippingPoint, etc.

Read More:  ids/ips

Intrusion Prevention System Software

Our list contains a combination of several tools that can be used to protect against intrusion attempts. Most of the tools included are true intrusion prevention systems, but we also include tools that, although not marketed as such, can be used to prevent intrusions. Remember that, more than anything, your choice of what tool to use should be guided by what your specific needs are.

Intrusion Prevention System Software

1. SOLARWINDS LOG & EVENT MANAGER 

Some of the advanced features of this product qualify it as an intrusion detection and prevention system, while others place it in the Security Information and Event Management (SIEM) range. The tool, for example, presents correlation of events in real time and remediation in real time.

The SolarWinds Log & Event Manager features instant detection of suspicious activity (an intruder detection functionality) and automated responses (an intrusion prevention functionality). This tool can also be used to conduct security event investigation and forensic analysis. Due to all the advanced features of the software, they make it more of an integrated security platform, than just the event and record management system.

2. SPLUNK

Splunk is probably one of the most popular intrusion prevention systems. It is available in several different editions with different feature sets. Splunk Enterprise Security (or Splunk ES, as it is usually called) is what you need for true intrusion prevention. The software monitors your system data in real time, looking for vulnerabilities and signs of abnormal activity.

The safety response is one of the strong suits of the product and what makes it an intrusion prevention system. It uses what the provider calls the Adaptive Response Framework (ARF). It integrates with equipment from more than 55 security providers and can perform an automated response, accelerating manual tasks. The tool has a simple and clear user interface, which makes it a winning solution. Other interesting protection features include the "Remarkable" function, which shows user-customizable alerts and the "Asset Investigator" to mark malicious activities and prevent additional problems.

The advantages of having a 100% managed security service

In response to this context, a series of new products grouped under the term Managed Security Services are emerging in the cybersecurity market. These group common services in this field (antivirus programs, firewalls, intrusion detection, updates, security auditing, content filtering, etc.), but adopting a new approach to the company's security needs, on the basis of which said services pass to be managed by a third party that assumes responsibility for them to remain operational and monitored at all times.

A study conducted at the beginning of last year in the US, United Kingdom, Canada and Germany showed that 74% of organizations continued to manage their security systems, but that 82% of IT professionals worked or planned to work in the future with Managed security service providers.

Advantages of managed security services
Managed security service providers help mitigate the risks that security management entails, and resorting to them carries a clear set of advantages:

The first and most obvious is the cost one: using a managed security service usually saves costs compared to the option of an organization investing in its own personnel, software and hardware.

It offers advantages in terms of personnel management and talent acquisition: there is a relative shortage of specialized cybersecurity personnel, which generates great pressure on IT departments to retain staff with sufficient qualification. Having a truly solvent team to face the challenges of the company may be prohibitive for some of them, but feasible for managed security service providers. Outsourcing this function allows you to concentrate internal resources on more critical aspects for the business.

They allow you to keep security systems up and running 24 hours a day and 365 days a year, which many companies can only guarantee during normal business hours.

We can see advantages in terms of the efficiency granted by the scale at which the providers of managed security systems work: it is difficult for an organization to keep track of all the new threats and potential vulnerabilities that arise, as well as update their good practices and safety tools, while the suppliers are in contact with international experts that reinforce their know-how and their ability to react. In addition, many of them have had the opportunity to work side by side with law enforcement is useful when conducting forensic analysis useful in judicial proceedings.

Read More:  managed intrusion detection

Firewall, IPS, IDS and WAF: how does each act?

Both Firewall, IPS, IDS and WAF are security and defense solutions; understand below their characteristics and how each one works.

Working in the digital world can be very risky. There are countless numbers of threats that those who live in this environment can suffer daily. Precisely thinking about the security of those on the network, effective prevention and precaution solutions have been developed, namely Firewall, IPS, IDS and WAF. Here you will better understand how each one works.

FIREWALL, IDS /IPS,  AND WAF
One of the most well-known defense techniques, the Firewall blocks access to suspicious software from the internet that can harm your computer and access your information. The Firewall works with rules and works both by hardware (routers and modems) and by software (installed programs).

A system with active solutions, the IPS (Intrusion Prevention System) is able to identify an intrusion, analyze how dangerous it is, send an alarm to the administrator and block the intruder. As software, IPS prevents and prevents cyber attacks.