Work in the Telecommunications sector

 What are the main areas of work of Telecommunications Engineering?

Telecommunications service operating companies

Behind radio, television, telephony and the Internet are professionals who are responsible for providing a good service through them wireless communication jobs. 

As a telecommunications engineer you will be able to develop very practical activities creating and adapting technologies, whether in public or private companies, whose objective is to design, implement, operate and maintain all means of communication .

In this sense, we are talking about a very broad field of action since, for example, according to the We are Social - 2018 reports  , there are already more than 4 billion Internet users in the world. In addition, the same study reveals that Mexico is among the 10 countries in which people use this medium the most per day.

Of course, it is a fairly complex area that implies that whoever works in it has a great passion for technology and innovation. Fortunately, the specialization it requires is reflected in a very good remuneration.

What are the main areas of work of Telecommunications Engineering?

Public and private organizations

Any company that requires a communication system will need a telecommunications engineer in the same way . That said, every time a company seeks to convey a message, it requires something that allows information to be transferred, through time and space, to get from where it is to its destination.

In other words, Telecommunications Engineering is responsible for enabling and optimizing the way in which businesses communicate regardless of the medium they choose. Incredible, no?

What are the main areas of work of Telecommunications Engineering?

Cybersecurity services

While it is true that Telecommunications Engineering focuses on operating systems, communication media and technology projects, it is also true that this branch of engineering is responsible for processing, adapting, transmitting and protecting information.

One of the biggest problems we have in the digital age is, without a doubt, the protection of our data. You should know that not only each person is exposed to the theft of information, but also all companies.

Due to this, the need for trained professionals to solve and deal with these risks or threats becomes clearer .  This is where telecommunications engineers come in, as they are responsible for creating and implementing systems that ensure data protection, as well as developing both preventive and corrective actions .

The knowledge and skills that telecommunications engineers demonstrate through these activities make them an essential part for the development of organizations and, therefore, graduates with high employability. 

What are the main areas of work of Telecommunications Engineering?

Banks

The field of Telecommunications Engineering is so broad that professionals who are in this area can work in the banking sector . 

But how is it possible? We will say that engineers are involved in various disciplines, including automatic trading , which is the creation of computer programs and robots capable of operating autonomously and in real time in any financial market. But their work does not stop there, since they are in charge of creating, maintaining and improving the information systems of the banks themselves.

Telecommunications are a key piece in a globalized world and an important part of the world economy. For this reason, for people, companies and Public Administrations, working in the Telecommunications sector is essential. The importance of telecommunications multiplies with the number of users, the greater the number of users connected to the telecommunications systems, the greater the possibility and need for communication. But what are telecommunications? They are the transmission of signals in the distance to achieve communication, that is, all forms of remote communication.

Once the concept of telecommunication has been explained, we must know what are the skills that must be had to work in the telecommunications sector:

- Technological skills:To work in the telecommunications sector and be successful, the worker must have technological knowledge about products and services that the company sells and know what other products are on the market. The telecommunications employee must be able to offer the customer the best product on the market and that best suits their needs.

- Organization: Telecommunications employment requires a person who works both in an office and on the street selling and promoting products. Therefore, the ability to organize is important.

- Multitasking: One worker is physically looking for the products while another answers the questions that customers need from the products. You have to know what products each customer needs.

- Communication: Working in the telecommunications sector is considered a sales job and therefore you have to communicate well with customers and co-workers.

- Automotive: to work in telecommunications, the automotive industry is another skill that must be had, especially if the worker earns most of his income with the sales commission he makes outside the office.

- Experience in the sector: it depends on the position for which you want to apply.

- Proficiency in languages: it is important to have a command of technical English and some other language.

The telecommunications sector is one of the sectors with the highest occupancy rate and will be one of the most demanded by entrepreneurs in 2014. Most telecommunications engineers find work and have an indefinite contract. The average salary of a telecommunications engineer ranges between 49,200 euros per year. If the engineer has a master's degree or more than one foreign language, the salary increases and for those with less than five years of experience it drops to 25,700 euros.

Telecommunications engineers are a highly educated group. Although there is data that reveals that male engineers prevail over women, in the new generations this trend of working in the telecommunications sector begins to moderate.

In an interviewTo work in the telecommunications sector, the human resources department evaluates both the responses and the way to respond to each of them, so it is very important to know how to act.

Many of the telecommunications professionals and students would like to work in the telecommunications sector outside of Spain, such as in the United States, England, Germany, and the Nordic countries.

On the other hand, we must highlight that among the best companies to work for in Spain in 2014, we find 2 telecommunications companies: EMC Computer Systems Spain ranks first over Cisco, which ranks second. If you want to work in the telecommunications sector and find a job in the second best-valued company in Spain as a place of work for its own employees, in First Employment we will tell you how you can work at Cisco and its job offers .

The role of a Help Desk within the organization

 Management of a Help Desk:

The function of the Help Desk is to provide users with a single point of contact through which their needs regarding the use of resources and technology platform services can be resolved and / or channeled, always in accordance with a standard adopted by the company. Among the objectives of a help desk are:

• Answer all calls received.
• Solve a high percentage online.
• Online monitoring of derived cases.
• Reduce recurring calls over time what is help desk.

Definition:

The Help Desk and Support is a work team, point of contact between the users of the company and the standard technologies adopted by the same, and whose main objective will be to respond in a timely, efficient and high-quality way to requests that said users carry out, in relation to the various aspects of Information Technology.

Scope:

The scope of a Help Desk is very wide. Some of the categories in which we could group its various functions are the following:

• Services
• Reports Attention
• Use Policies
• Training
• recommendations
• Advertisements
• Publications

It may interest you:  The value of a Service Desk

Benefits:

This service provides the following benefits for users and for the organization:

• Provides a unique contact number where users can channel their queries or problems.
• Centralized administration of all requirements and problems associated with the computing platform is provided.
• Constant availability of support.
• Increase the productivity of users, preventing them from requesting help from their co-workers, generating unproductive times and solving a high percentage of requirements in minutes.
• It relieves the IT areas of a very demanding problem, who are the ones that usually assume this role, allowing them to dedicate themselves to their core activity.
• Periodically provides information and recommendations to take actions for continuous improvement.

Components:

• First Level of Support : This role represents the first point of contact with the user. The first level of support is made up of personnel in charge of solving simple and / or procedural requests by telephone, based on procedures previously surveyed for resolutions in the first instance.
• Second Level of Support:  This role corresponds to the groups of technicians in charge of solving requests that require a higher degree of specialty. The second level of support is made up of more specialized personnel and they act on the basis of predetermined procedures according to each one's respective specialty.
• Supervision:  In order to administer the service, the figure of the Supervisor is understood as the one who will be in charge of ensuring and controlling compliance with the predefined solution time standards for all calls received, and will also carry out monitoring and control the correct compliance with the solution time standards for all problem reports, as well as the commitments assumed by the resolution units regarding the solution deadlines for these reports. The Supervisor will then act as the first escalation level for cases not resolved in the specified time.

it field technician

 What are investigative techniques?

The techniques of research are the set of tools, procedures and instruments used for information and knowledge . They are used according to the protocols established in each determined methodology .

Simply put, investigation techniques are the tools and procedures available to any investigator, which allow them to obtain data and information . However, they do not guarantee that the interpretation or the conclusions obtained are correct or those that were sought. For the latter you need a methodology or a method it field technician salary .

They are part of the technique , that is, of the specific procedure that we carry out to obtain a specific result, which in this case is to collect information. Therefore, there are research techniques applied to all areas of knowledge , from scientific and technological knowledge , to criminology and statistics.

See also: Qualitative and quantitative research

Types of investigation techniques

experimental research techniques

The experimental techniques allow to reproduce the studied phenomenon.

One can find classifications of investigative techniques depending on the specific area in question, but roughly we can organize them into three different categories:

Documentaries Those that collect information from previous sources , such as external research, books, information on various media, and use instruments defined according to those sources, thus adding knowledge to what already exists on their research topic. This is what happens in a historical investigation , in which texts of the time are used.

Field. Those that promote direct observation of the object of study in its element or given context, and that adapt their tools to it, seeking to extract the greatest amount of information in situ , that is, in the place itself. This takes place, for example, in statistical research, since the opinions of people on the street are sought and classified.

Experimental. Those that start from the reproduction, in a controlled environment, of the natural phenomena that it seeks to study. For this, tools and knowledge are used both practical and theoretical, documentary or not, and what is observed is recorded to try to find the truth of how and why things happen. Such is the case with the creation of vaccines in a medical laboratory.

help desk technician job description

 

1. Technique for a personalized treatment 

When you visit a person's home, have you felt the difference between being received as a stranger and as someone you trust? Being welcomed at home will always be to our liking and the same happens in any other place. 

Before starting a dialogue with the client, you should approach it warmly. To make him feel this way, it is best to avoid referring to the client with dry impersonal nouns, as adding or simply mentioning their name will be a sign that you have a particular interest in their case help desk technician job description. 

If the customer is frequent, it will be important to learn his name as quickly as possible. Once the name of the person is known, at the beginning of the conversation it will be useful to repeat their name using it in at least 5 different sentences, for example:

• Hi Juan, good morning.
• How can I help you, Sara?
• Thank you for attending the meeting, Martín, it is a pleasure to receive you.
• Andrea, do you already know our products?
• Fernanda, I need you to provide me with the following information.

Another way to quickly learn names is by associating them with familiar people in your life, as this tactic never fails.

 

2. Technique to offer kind attention: transmit happiness

A powerful technique for making people feel good is to make the customer feel at ease by listening to them respectfully, with interest and great enthusiasm.

It conveys a feeling of happiness in the smile, voice and look, as these actions in turn will create equal reactions. Yes, even when the situation is complicated, or the client has a negative attitude, in the end you will be able to satisfy him with your attitude.

 

3. Technique for a good attitude and presence: use body language

Maintaining good body posture helps in any meeting. Taking care of your presentation is important, but it is even more so if you adopt good gestures.

A good spirit is also expressed through body movements, and projecting yourself as a good listener requires good attitudes that are transmitted, for example, with eye contact, nodding with the head or hands. 

 

4. Technique to listen better

This technique includes 5 aspects:

• Listen completely and with all the details of the client. 
• Empathize with the person's problem or situation.
• Offering apologies when it is the case, since acknowledging the damage or failure humanizes customer service.
• Solve the dilemma, as an apology is ideally accompanied by a real solution and as soon as possible.
• Diagnosing, since while solving a problem is essential, it is also essential to discover the origin of it to avoid the same incidents again.

 

5. Technique to provide a solution: a benefit 

First of all a problem, a benefit? Yes, a plus for customer service is to leave better than you entered.

Go back a few years - remember when you left the dentist with a candy that made you feel better if you had an unpleasant experience? Exactly, he thinks of curing the patient, but he also thinks of leaving a good taste in his mouth at the end. 

Giving a benefit does not exactly mean giving promotions, coupons, discounts or giving something free, it means that your service itself is a benefit.

An after-sales service can be a great benefit if a quality treatment is provided, as well as the follow-up you give to the customer on their problem will be rewarding.

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.

What can a Computer Science graduate work on?

 IT support or computer technical support is responsible for solving the technical problems of a company and supporting customers through different channels and usually work in levels. Let's take a closer look at this job position, its functions, and the different levels of support desktop support specialist.

What is IT support?

The IT support is conferred computer technicians and help desk. These offer help and support to clients in the IT industry. IT support attends to hardware or software problems and makes use of different tools such as ticket systems, online chat or call centers.

On the one hand, an IT support technician has the role of offering technical support to customers. They guide clients and teach them how to use or solve a computer problem.

They also help solve specific problems related to the IT products and services offered by the company they work for. These products can include computers, smartphones, software, or various other technologies.

Plus, being able to diagnose and resolve technical issues over the phone, email, or online support chat. An IT support technician has to be prepared to receive customer complaints / inquiries. Therefore, to best help the customer, they must be extremely knowledgeable and skilled with the products they provide technical support for.

Work techniques for digital professionals

This week we share an infographic on digital project teams, a personal branding technique, a resource repository for wireframes, and a rundown of the latest changes to Google's webmaster guide.

The creation of digital platforms and strategies are complex projects that need a clear and systematized organization. In this job, digital professionals face several challenges , as they must maintain good coordination with other teams, explore new technologies in a timely manner, and stay on top of updates to integrate changes in time help desk salary.

These days we analyze techniques and relevant information for professionals to respond to challenges. We shared our teamwork methodology , built a resource repository to keep wireframes consistent , summarized updates to the Google webmaster guide , and created an action plan to improve personal branding with the help of content marketing.

These were the articles published:

Information architecture

Resource repository for creating wireframes

We build a repository of elements to maintain consistency in the creation of wireframes and thus facilitate the work of web designers and developers.

Work methodology

Work areas of a successful digital project

To create digital platforms that respond to both user and business needs, it is necessary to work with a system organized in stages. We create an infographic that shows the work areas and their main tasks. 

Personal branding

Personal branding and content strategies in companies

We analyze how the content strategies of companies can contribute to the branding of their teams to help them maintain a professional image on the Internet.

It may probably seem curious to you, just one piece of information ... however I invite you to try it, I invite you to concentrate the technical tasks of your website in your preovulatory phase, the week after menstruation, and you will realize that you will be able to follow Jessica's advice with all your attention, that in a few minutes you will be able to modify that widgets or configure that plugin that worries you, that you will understand the codes and know how to modify them without errors or wasted time.

And if you are interested in knowing more about how your Female Cycles influence your work and learn how to take advantage of them in your favor, I renew my invitation to my Conscious Entrepreneur website.

What is a Service Desk?

 It is important to differentiate between what is the Traditional Help Desk (which we talked about in the previous point) and what is Help Desk in the Management of Information Technology Services ( IT Service Management , ITSM).

To avoid confusion, this last variable is usually called the Service Desk.

A Traditional Help Desk is limited in terms of incident management, support and provision. In other words, its functions are basic compared to an ITSM Service Desk .

ITSM serves a strategic vision that adds value to the company, and it does so through IT solutions in which it integrates people, processes and technology best desk jobs.

ITSM contributes to making the connection between IT and the strategy that an organization considers.

Specifically, the strategy proposed by ITSM helps organizations measure the impact of IT on their business processes. That is why we speak of an evolved Help Desk, that is, an IT Service Desk (service desk ).

Objectives of an ITSM Service Desk

An IT Service Desk focuses on business requirements, attends to the implementation of the IT process, monitoring and continuous improvement, as well as solving existing problems.

It can be said that the IT Service Desk is reactive and proactive. It is reactive because it fulfills the functionality of what the Help Desk is as an incident and event management unit, but it is also proactive when applying the practices of continuous improvement of services, such as those proposed by the ITIL ( IT Infrastructure Library ).

Differences between Help Desk and ITSM Service Desk

Traditional Help Desk

It allows to attend incidents within the technology infrastructure or the services it provides.

Facilitates communication between the user and the support team.

It keeps the infrastructure and services active on a day-to-day basis.

Keep a record and control of cases.

Communication with users is established by telephone, email or in person.

It has basic skills of a call center .

Manage telephone services.

Refer requests to other departments for processing.

It receives the request and redirects it to the technicians specialized in that task.

It offers support services supported by its own or external technicians to the company.

It also has more technical skills to manage incidents.

Its human team has basic IT skills and knowledge to resolve certain incidents in the first instance.

IT service desk

It fulfills all the functions of a Help Desk.

It allows planning, structuring and providing the delivery of IT services.

It is the central and single point of contact between users and ITSM.

Helps restore service to the user with minimal impact and generates reports.

It includes a catalog that defines what resources and processes are needed for each service.

It allows the service to be requested by the user.

Use satisfaction surveys and KPIs ( key performance indicator r - key performance indicator ).

Provides support to all departments of the organization under the name of enterprise service management ( business service management ).

Also, the concept does not mean the same thing for all companies.

These aspects are addressed in this article, which has been written especially for you, you want to improve the management processes of your company with a view to achieving success.

Support levels of a Help Desk

computer help desk jobs

 The Help Desk of FOREMAN is a work team that results in a fulcrum to strengthen the Contactbetween the users of the system and the technology with which they interact: CAPATAZ Software. Its main objective is to provide effective responses to demands related to software and to anticipate the occurrence of incidents helpdesk jobs near me.

 

Some of its scopes are:  managing incidents; adjust process settings; request changes to fix bugs . For example, it responds to situations that occur with the system (such as compatibility of versions between linked software), to unexpected behaviors in the system processes, to questions about control of positions and permissions to processes, support is provided in facilities, etc. CAPATAZ

 

Help DeskSoftware is distinguished because, in addition to the above, it can provide online assistance on the use of the system according to specific inquiries, recommendations, announcements, publications and other possibilities. This is achieved thanks to the fact that it has resources located physically "on par" with the other areas: where CAPATAZ Software is designed, developed, tested and administered .

 

Incident management in Help Desk

Incidents that cannot be resolved quickly by the Help Desk team are assigned to a specialist from the technical support team or CAPATAZ Software developers . The resolution of the incident must be executed as soon as possible to restore service quickly.

 

TerminologyITIL define an incident as:

“Any event that is not part of the normal development of the service and that causes, or may cause an interruption of the same or a reduction in the quality of said service. The objective of ITILis to restart normal operation as quickly as possible with the least impact on the business and the user at the lowest possible cost ”.

Incident management processes

The typical incident management process is as follows:

Incident detection and recording

Classification and initial support

Investigation and diagnosis

Resolution and recovery

Incident closure

Monitoring, follow-up and communication of the incident

 

The Help Desk team records a number for each incident, which contains all the diagnosis about the behavior of the event reported by the user of the system. Leaving a record of what happened allows it to be compared with similar events and facilitates the solution of future incidents.

In this instance, user participation is crucial to facilitate the survey. For example, with demonstrations through screenshots and descriptions of actions carried out until the normal operation of a process is interrupted; demonstrations with remote assistance tools or by phone. See thebest practicesby our team for a good survey.

Talk of Help Desk or Help Desk is referring to an essential unit in running a business, regardless of sector, product or service provided.

4 steps to improve help desk workflow

 Rest assured, we have not given him the change for another patient and they will not remove anything, nor trocars, cannulas and endoscopes will walk through his body ... yet. But we have asked you to look at the most common postures in which health personnel place patients for intervention.

Improve Help Desk workflow

It can be very complex and varied. Receiving and assigning requests, classifying them, prioritizing them, activating specific actions for important cases, and sending response notifications are among the many tasks that must be taken into account help desk support duties.

Any request for Help or technical information made by your clients, must be attended by your Help Desk in the most expeditious and efficient way possible.

The opposite can bring you unwanted consequences, such as the loss of credibility and discomfort among your clients, which in the long run can generate significant expenses for your company.

For an organization to be efficient, productive, and appreciated by its customers, it must strive to Improve Help Desk Workflow.

As we have mentioned in previous posts on this blog, we recommend adopting an ITIL Service Desk in the Cloud to manage Information Technology and Service Management operations with quality and efficiency.

However, implementing this requires carrying out a process of monitoring, control and continuous improvement of processes and services in parallel.

For this reason, it is essential to pay special attention to how your organization is managing the workflow of your Help Desk, for which in principle, you must understand its complexity.

Below we explain what are the levels of support offered by the Help Desk, and in parallel, establish the 4 Steps to improve the workflow of your Help Desk.

First Level Support:  The first level support of the Help Desk is characterized by being the first contact between the user and the Help Desk of your organization, and its objective is to give immediate response to incidents mainly related to the operation of the Information technologies (ICT).

Although it is very important to efficiently manage the management and response of requests, it is also necessary to take care of the costs that this level of support represents.

In this sense, you can save money at this level on staff. Let's be honest: Specialists (programmers, system administrators, etc.) should reserve themselves for more complex topics, and avoid 'burning' them with topics that can be easily solved by less qualified personnel, or by self-service.

And speaking of self-service, this factor also helps save a lot of money at this level. Feeding the Knowledge Base of Solutions for common failures or problems helps to optimize the use of personnel, and the time spent meeting requirements.

Now, Step # 1 to Improve the Help Desk Workflow is activated when a support request is received through any of the access channels (telephone, website, social networks, email).

The step consists of assigning a ticket to the incident, associating it with a number and description of the problem. This process is called Local Bug Tracker or LBT .  Next, Step # 2 to Improve the Workflow of the Help Desk of your company begins .  It consists of diagnosing and classifying the incidence according to the specific characteristics it presents. It is quite similar to the classification that we explain better here , Section 4.- Establish priority levels in the incidents .

       

Composite image of businessman holding and using tablet computer

At this point, the Customer Service Operator must gather all the necessary information so that it can be resolved hot, referred to the Self-Service or FAQ Section, or if it is warranted, send it to:  

Second Level Support:  At this level, incidents of a more complex nature are dealt with. They are those matters whose solution goes beyond the FAQ or self-service section, and for this reason they are referred to qualified personnel from different areas of knowledge.

The specialist assigned to the case will undertake the follow-up to provide support until the solution is found, or otherwise, refer it to higher instances. Likewise, the solutions to these problems at this level are compiled in User Manuals.

When the case occurs that the solution to the problem escapes the Second Level of Support, then Step # 3 to Improve the Workflow of the Help Desk begins , which basically consists of the attention and referral of the incident to levels support superiors, according to the complexities that characterize it. So, we have:

Third Level Support: Incidents related to the “back-end” are dealt with here, that is, maintenance systems. The specialists in charge of these incidents should focus on researching and developing solutions to new or hitherto unknown problems.

global-socialFourth Level Support: This is the highest and most complex level of support because, for the solution of the problems that transcend this level, knowledge related to the installation, configuration, interconnection, administration and operation of the servers is required. The specialists who attend this level have at least two certifications, and are located in the Systems area of ​​the organization.

Regardless of the level and type of support through which the incident occurs, the Service Desk Operators must keep the client informed of each of the steps through which their requirement passes. To do this, you must use email messages and chats, instant notifications via cell phone and other means of communication.

The objective is to show you that your request is important, it is being attended to and in the process of being resolved, and with this smart move, to ensure your loyalty.

Once the issue is resolved, Step # 4 to Improve Help Desk Workflow is accomplished , regardless of the level of support where the resolution was achieved.

This last step consists of definitively closing the ticket corresponding to the incident, and proceeding to document the solution to feed the Knowledge Base, so that it can be consulted later by other technicians and serve as input for the construction of Help Manuals.

In summary, structuring the Help Desk workflow at different levels, according to the type and difficulty of the requests received, is extremely important to improve and optimize the Help Desk workflow of your company.

Implementing the 4 steps to Improve the Workflow of your Help Desk will allow you to reduce the costs of the Technical Support of your organization, since you will solve most of the requirements through the FAQ Database, the Knowledge Base, and Operating Manuals, and you will manage your human resources towards solving complex problems at higher levels.

If this information has broadened your perspective and you want to implement these 4 steps to improve the workflow of your company's Help Desk, contact us!

GB Advisors Inc assists and advises you for the installation, technical service and customization of Freshservice ITIL Service Desk , which improves the workflow of your Help Desk.

Its automation features speed up your workflows thanks to its advanced ticketing system, together with Asset Management capabilities gathered in an intuitive, customizable interface, and easy to use from the start.

Minimize the administration of telephone personnel (payroll).

Access to the Help Desk tool (Remedy) from the client's offices via the Web. We include the configuration, training and support of the help desk in the different hiring schemes.

helpdesk jobs

 One would think about what an assistance work area has to do with Generation Y? All things considered, evidently, nothing ... in any case, then again a ton. In the main case, we ought to ask ourselves, who works in most of organizations on the planet? They are generally very youngsters, conceived between the 80s and the earlier decade (somewhere in the range of 25 and 40 years around) and as we as a whole know, this age is recognized by having a comparative profile. They are individuals with elevated requirements, certain about themselves, expanded confidence, searching for reasonableness and minimal patient. Wouldn't you say that a superb assistance work area is a test? How to convey an assistance that fulfills the needs of a whole age? 

Simple! Obviously, as long as you most likely are aware how to do it. 

How about we envision that an associate from your work needs earnest help to take care of an issue with the printer. The perfect arrangement would be: Take your cell phone, send an email (or what better to enter a versatile application), demand the help of a help associate and that is it! The solution to your solicitation will show up in almost no time. 

Another model, affirming a surge buy for your specialty! Just with a touch from the screen of our tablet! Be that as it may, these are the most straightforward solicitations ... Imagine a scenario where we start to incorporate our assistance work area with a lot more divisions making a system of data, accelerations, alarms, notification and reports, accomplishing that the reaction is practically prompt and the fulfillment of our clients to 10 helpdesk jobs. 

What help work area programming would you be able to utilize? 

This is conceivable gratitude to the reconciliation of ServiceDesk Plus. This item was made by an organization situated in India that tries to robotize a few procedures and decrease the outstanding task at hand in associations and subsequently permit its work group to concentrate on need exercises, something that each Millennial looks for. ServiceDesk coordinating withOpManager(the proactive system checking arrangement) can send a SMS to the client, yet additionally raise a ticket, sort it and appoint it to a foundation master, without the need to heighten the solicitation from individual to individual. 

RESULT: Network activity hindered and administration levels met. 

We should integrateServiceDesk Plus with ADSelfservice(Active Directory Self Service Portal)? Clients from a selfservice entry can refresh their data without any problem. Along these lines, when any application is presented, the device is pre-loaded up with the most recent candidate information. RESULT: Help work area specialists don't play out a manual filling of candidates' information, sparing their important chance to take care of different kinds of undertakings. 

A genuine help for framework chairmen is the coordination withDesktop Central. From a similar support that imparts the application to the assistance work area, we can plan the product update, send records or organizers during rest hours or around evening time. RESULT: Your clients consistently have the most recent adaptation of their working framework or corporate application available to them, without a moment of pausing. Be that as it may, what might we manage without constant data? For a millennial manager it is basic to have all the reports on-line, on-schedule and on-cloud. A genuine pearl isAnalitics Plus. A magnificent programming for conduct and pattern examination of your administration work area that gives data from any gadget and anyplace. How might you see, in the event that you can! 

You should simply know that theticket the executives softwareby ManageEngine is an application that permits this and different ages on account of its adaptability. 

I welcome you to attempt the ManageEngine help work area! 

"RightResponse" work process the board 

Guarantee a reliable and expert reaction to any significant alarms, upheld by many point by point work process forms created by our master framework engineers and the ensuing utilization of AVG Managed Workplace RMM task mechanization where conceivable to amplify execution and cost favorable circumstances.

network helpdesk

 The AVG Managed Workplace Network Operations Center (NOC) and Help Desk are completely adaptable white name benefits that assist you with conveying your administration, including the executives and specialized help to your clients 24 hours every day, helping you increment consumer loyalty and maintenance and grow your business and limit without expanding your staff or putting resources into foundation. 

RMM, NOC and the AVG Managed Workplace Help Service Center give a total and coordinated answer for deal with the whole IT experience of your clients and respond rapidly to their necessities. 

Characterize checking rules for resources oversaw by the NOC, detail work process forms and mechanize where conceivable guaranteeing certainty and best operational practice notwithstanding most extreme execution and cost focal points. 

How does this advantage you? 

Increment your productivity 

Concentrate your assets on higher edge activities, moving your lower edge and higher recurrence exercises to NOC and the AVG Managed Workplace Help Center. 

Extend your business rapidly and dependably 

Increment consumer loyalty, maintenance, and devotion, diminishing personal time and expanding efficiency by conveying solid 24-hour specialized help to all end clients — and rapidly include new client pages — all without selecting and train staff or put resources into framework. 

Increment your image introduction 

Extend your image and administrations in a straightforward manner, fortifying your quality as a confided in IT supplier for your customers, through completely adjustable correspondence including; messages, free telephone and online specialized help visit. 

Synchronize your assets 

Appreciate the effectiveness of 100% perceivability and a roundtrip ticket where AVG Managed Workplace works as a consistent expansion of your specialized staff through a full reconciliation of RMM, NOC and a Helpdesk Center, in addition to a ticket framework with its expert Automation Service (Professional Services Automation-PSA). 

What does NOC and Help Desk offer you? 

Unified administration 

Unified administration 

A solitary purpose of contact for any alteration of the administration or goal of an issue, our comprehensive North American Desk directs all correspondences with you and your customers for a totally concentrated administration that is agreeable, proficient and solid. NOC, Helpdesk Center and RMM issues are moved to the suitable assets straightforwardly in the background. 

Decisions 

Pick outsider applications and suppliers you need. Exploit our profound incorporation with other robotization instruments (PSA) and continue utilizing the framework you effectively own. Alter NOC and the Helpdesk Center to give ensured conveyance to every one of your clients when required — the decision is yours. 

Synchronized tickets 

Continuously keep steady over what's new with complete straightforwardness, productive following, critical thinking and precise charging on account of the incorporation of NOC and Help Desk with your PSA and synchronize all your ticket data network helpdesk. 

Custom work area bolster symbol 

Increment your clients' profitability by permitting your clients to start moment correspondence with your new Help Center in any capacity they pick: complementary, email, online visit, tickets, or by getting to your site — all through one advantageous symbol. Bolster Assistant that remembers your logo for all occupations that you oversee. 

"RightResponse" work process the board 

Guarantee a predictable and expert reaction to any significant cautions, bolstered by many point by point work process forms created by our master framework engineers and the subsequent utilization of AVG Managed Workplace RMM task mechanization where conceivable to amplify execution and cost favorable circumstances.

what is a technical engineer

 Specialized help engineer obligations include: 

Assume liability for issues detailed by clients and screen them until they are settled  what is a technical engineer

Examine, analyze, take care of framework issues and decide answers for explain them 

Adhere to standard techniques for legitimate referral of uncertain issues to proper inward groups 

Brief set of working responsibilities 

We are searching for a Technical Support Engineer to give undertaking level help to our clients. You will analyze and take care of programming and equipment issues and help our clients introduce applications and projects. 

Specialized help engineer duties incorporate investigating system issues, designing working frameworks, and utilizing far off work area associations with give quick help. You will utilize email and talk applications to offer clients snappy responses to PC issues. For more perplexing issues that require nuanced directions, you will contact clients by telephone or give clear, composed guidelines and specialized manuals. To go after this job, you should have a degree in a related field, for example, Computer Science, Information Technology, or Software Engineering. Having a testament in Microsoft, Cisco, Linux or comparative will be esteemed. On the off chance that you have an accommodating character, appreciate helping individuals with PC issues and can clarify specialized subtleties in a basic manner, we might want to meet you. 

Eventually, you will be an individual our customers trust. They will confide in you to give convenient and precise answers for their specialized issues. 

Obligations 

Examine and decide answers for programming and equipment issues 

Analyze and resolve specialized issues, including account arrangement and system arrangement 

Ask clients inquiries to rapidly comprehend the reason for the issue 

Direct the issues of the PC framework to the arrangement, inside the concurred time periods 

Tell clients a progression of activities, by telephone, email or talk, until they take care of a specialized issue 

Convenient allude uncertain issues to suitable inside groups (e.g., programming engineers) 

Give quick and exact reactions and input to clients 

Counsel the inward database or outer assets to give exact specialized arrangements 

Ensure all issues are appropriately recorded 

Organize and deal with different open issues on the double 

Catch up with clients to guarantee their IT frameworks are completely operational after issue goal 

Produce precise and opportune reports 

Record specialized information as notes and manuals 

Keep up convivial associations with customers 

Necessities 

Self evident work understanding as a specialized help engineer, upkeep engineer, IT bolster expert, or comparative position 

Hands-on involvement in Windows/Linux/Mac OS conditions 

Great information on PC frameworks, cell phones and other specialized items 

Capacity to analyze and tackle fundamental specialized issues 

Recognition with far off work area applications and bolster programming (eg, Zendesk) 

Superb correspondence and critical thinking abilities 

Capacity to offer bit by bit specialized assistance, both composed and oral 

Degree in Information Technology, Computer Science or a related field 

Having an endorsement in Microsoft, Cisco, Linux or comparative advancements will be an advantage

The role of a Help Desk within the organization

 Managing a Help Desk:

The function of the Help Desk is to provide users with a single point of contact through which their needs regarding the use of resources and technology platform services are resolved and / or channeled, always in accordance with a standard adopted by the company. Among the objectives of a help desk are:

• Answer all calls received.
• Solve a high percentage online.
• Online monitoring of derived cases.
• Reduce recurring calls over time.

Definition:

The Help and Support Desk is a work team, a point of contact between the users of the company and the standard technologies adopted by it, and whose main objective will be to respond in a timely, efficient and high-quality manner to requests that said users perform, in relation to the various aspects of Information Technology help desk technicians job description.

Scope:

The scope of a Help Desk is very wide. Some of the categories in which we could group its various functions are the following:

• Services
• Reports Attention
• Use Policies
• Training
• recommendations
• Advertisements
• Publications

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Benefits:

This service provides the following benefits for users and for the organization:

• Provides a unique contact number where users can channel their queries or problems.
• Centralized administration of all requirements and problems associated with the computing platform is provided.
• Constant availability of support.
• Increases the productivity of users, preventing them from requesting help from their co-workers, generating unproductive times and solving a high percentage of the requirements in minutes.
• It relieves the IT areas of a very demanding problem, who are the ones that usually assume this role, allowing them to dedicate themselves to their core activity.
• Periodically provides information and recommendations to take actions for continuous improvement.

Components:

• First Level of Support : This role represents the first point of contact with the user. The first level of support is made up of personnel in charge of solving simple and / or procedural requests by telephone, based on procedures previously surveyed for resolutions in the first instance.
• Second Level of Support:  This role corresponds to the groups of technicians in charge of solving requests that require a higher degree of specialty. The second level of support is made up of more specialized personnel and they act on the basis of predetermined procedures according to each one's respective specialty.
• Supervision:  With the purpose of administering the service, the figure of the Supervisor is understood as the one who will be in charge of ensuring and controlling compliance with the predefined solution time standards for all calls received, as well as monitoring and control of the correct fulfillment of the solution time standards for all problem reports, as well as the commitments assumed by the resolution units regarding the solution deadlines of these reports. The Supervisor will then act as the first escalation level for cases not resolved in the specified time.

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Analysis unit:

The function of a Help Desk Software Administrator or Analyst will consist of carrying out a monthly analysis of Indices and Data, the objective of which is to evaluate the behavior over time of all Indices defined in advance in the detail of procedures, according to agreements of service, promptly alerting the deviations that may occur, and generating proposals for corrective actions. In addition, it must have a user survey service according to its sector, which includes conducting biannual surveys of all users associated with the Help Desk service, in order to identify weaknesses in care and establish continuous improvement. The survey format can be developed in conjunction with the client.

Reports:

It is part of the service of a Help Desk, the delivery of periodic Reports, which reflect the historical activities and the level of compliance with them. Likewise, these reports allow the visualization of situations to improve both for the Customer and the Help Desk and make the necessary changes. The report identifies the requirements according to their scope, type of report, care modality and statistical graphics, as well as a list of the reports generated with the highest frequency in the month. As attached data, the various analysis of results regarding the periodic management delivered by the Failure Record Administration system should be included in these reports.

Implementation:

In each implementation of a service of these dimensions, the following activities are developed:

- Induction of technical support personnel in the culture, objectives and business processes of the client.
- Periodic training of human resources provided by the Help Desk.
- Analysis and implementation of the Help Desk Administration system, procedures, methodology and controls, as well as feedback from the client for the continuous improvement of said Administration system.
- Definitions of the system: Categorizations of problems, Rules of appropriate and efficient assignment, Levels of Impact, Prioritization of cases according to criticality, Adequate Escalation Policies so that the requirements are reassigned according to their complexity in combination with minimum waiting times for the end user, Notifications and alarms of servers and active equipment, Documentation of Solutions to apply to future resolutions (knowledge base).