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.
• Read More:   help desk jobs near me

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.

Senior Service Desk Engineer Job Description

As an senior position and is is a fantastic manner to progress your career and gain leadership revel in. You can be act as a point of escalation for the junior group participants on your team. You could have the unique opportunity to work with modern-day and high tech systems. You might be handling issues, tasks, and hard tasks. You will play a role in troubleshooting, constructing and preserving our growing, global IT footprint which is essential to the company's success. You could have a hands-on function with large expectations to contribute both technically and culturally.

Service desk description

• Be a point of escalation for tickets, problems, and questions from the rest of the crew.
• Be able to deal with duties and tasks autonomously without help of others.
• Troubleshoot, administrate, and support the company's global technology infrastructure throughout Virginia, Texas, Oregon, California, Utah, Georgia, Canada, London, and India
• Be answerable for the pleasant of work of corresponding crew you are related with.
• Act as a mentor and perform education for new group participants.
• Work with various groups inside IT with the intention to enforce their tasks successfully.
• Act as a topic matter expert in a business carrier hosted with the aid of our IT department.
• Be capable of manage and lead superior troubleshooting.
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• What You Need for this Position:
• Associate degree in Technology or an equivalent focus.
• 3-4 years related experience with associated position
• Extensive know-how with enterprise widespread platforms, which includes Windows desktop (Windows 10) and Mac, Active Directory, Exchange, Office 365, Microsoft Teams, and
• Excellent hassle fixing and analytical talents, the capacity to search out a hassle and find a solution
• Great crew work and communique skills
• Self-motivation and the capacity to work under minimum supervision are a must
• Great customer provider talents are essential