Build a New Service Edge with the ASR 9000

 At an annual rate of 20-30 percent, internet traffic continues to grow exponentially, fueled by a sharp increase in new subscribers and devices along with changes in traffic patterns, as enterprises store more data in the cloud. All this puts existing network infrastructures under tremendous strain, precipitating the need for Service Providers to reimagine their network to meet the traffic growth and maintain profitability.

Built to address explosive traffic growth, Cisco’s converged SDN transport architecture delivers mass scale capacity with an industry-leading routing portfolio designed to support high-density 100GbE and 400GbE connectivity. By converging services over a common, trustworthy infrastructure, network operators can reduce cost and operational complexity while delivering new services faster across multiple network domains.

The edge is essential to delivering both legacy and new services. It needs to provide unprecedented flexibility, elasticity, and scale, particularly for cloud-centric services, where compute and content are increasingly distributed to the edge. This is mission-critical for service providers as they roll out new services enabling billions of devices and anytime-anywhere access to applications router hardware.

For edge routers to support these new services, they need to be highly programmable, deliver advanced features at scale, and offer high capacity in compact form-factor, while consuming power efficiently.

With more than 100,000 systems shipped, the Cisco ASR 9000 is one of the most widely deployed routers with a proven, long-lasting feature set specifically designed for service provider edge deployments with unmatched scale and performance.

In a recent announcement, Cisco introduced the 5th generation line cards and a new fixed form factor router to the ASR 9000 product family. Thanks to a focused development strategy, Cisco is providing customers with continuous investment protection and a path to evolve from 1GbE up to 400GbE ports with peace of mind and at minimal impact on network operations.

The latest generation of line cards and the ASR 9000 bring some noteworthy benefits:

• Power consumption efficiency and lowest cost per bit – the Network Processing Unit (NPU) powering the 5th generation line cards is based on 7 nanometer (nm) ASIC technology that yields higher throughput rates while optimizing power consumption and reducing the total cost to operate. Service providers can now roll out unprecedented capacity in smaller, power-constrained locations.

• Increased flexibility for optics & port configurations – customers can upgrade to support 25GE and 400GE links without the need for chassis upgrades. They can also leverage Cisco’s latest investment in DWDM technologies and use pluggable coherent optics DCO optics (from 100GbE up to 400 GbE) embedded in the routers to greatly simplify metro network and data center interconnect architectures.

• One OS, Built for Automation – powered by Cisco’s IOS XR, the ASR 9000 can be integrated into the full operational lifecycle – plan, design, implement, operate, and optimize with closed-loop capabilities. And with Cisco Crosswork Qualification Environment, service providers can bring hardware and software online in hours thanks to automated certification processes. Lastly, IOS XR makes it easy to use 3rd-party device management and provisioning applications such as Ansible, Puppet, Chef and others.

The new line cards also have hardware capabilities for Class C timing, FlexE functionality, BNG functionality, business VPN services, and the ability to support 3rd party applications. Together these make the ASR 9000 best equipped to support any future service requirements.

The Cisco ASR 9000 supports the most comprehensive Segment Routing (SR) and EVPN feature set in the industry. As service providers and enterprises prepare to deliver a range of services with different needs over a converged infrastructure, these two network slicing technologies will play a major role in improving network control. With their advanced traffic engineering capabilities, service providers can use Segment Routing (SR) and EVPN to ensure each service gets its own dedicated networking slice and SLA.

As an integral component of Cisco converged SDN transport architecture, the ASR 9000 brings unmatched capabilities to build a service-oriented edge for the future.

For more detailed insights on the recent ASR9000 portfolio updates, listen to our podcast on Apple or Spotify.

router wan

 Presentation 

This archive discloses how to design Cisco switches and access workers for outside modems associated with nonconcurrent and AUX ports. It discloses how to arrange the modem to work appropriately when associated. This report delivers association with a support port, however just regarding ideas, not real establishment rehearses. 

Note: This record isn't a reference for the Microcom or MICA modems utilized inside on the AS5200, AS5300, AS5800, Cisco 2600, or Cisco 3600 switches. This archive is additionally not a reference for simultaneous modems, however there can be various likenesses. This report is a reference for nonconcurrent modems as it were. While a great part of the data here can apply to coordinated modems, don't depend on it when you design them. 

Essentials 

Necessities 

There are no particular essentials for this report. 

Parts Used 

The data in this record depends on the product and equipment forms beneath. 

Cisco IOS® Software Releases 9.21 and later 

A modem that is V.34-fit (or better) 

Note: This report doesn't address stages that have arrived at End of Life status, for example, ASMs, MSMs, CSMs, STS-10s or 500-CSs. 

The data introduced in this archive was made from gadgets in a particular lab condition. The entirety of the gadgets utilized in this report began with a cleared (default) setup. In the event that you work in a live organization, guarantee that you comprehend the likely effect of any order before you use it. 

Shows 

Allude to the Cisco Technical Tips Conventions for more data on archive shows. 

Equipment Configuration 

The initial step to append a modem to a switch is to introduce the equipment. The principle concerns are which links to utilize and why or why not to utilize the comfort port for a modem router wan. 

Cabling Issues 

It is critical to associate the modem to the switch before you design the modem so as to check correspondence between them. In the event that the cabling is erroneous, the remainder of the cycle comes up short.

Use Mobile Device Management to Configure Cisco Webex Meetings

 IT administrators can use a Mobile Device Management (MDM) AppConfig service to configure the Webex Meetings app on managed mobile devices. This way, administrators can control user access to app functions such as sign in methods, meeting sources, and video access .

Overview

Managed configurations, previously known as application restrictions, allow an organization's IT administrator to remotely specify settings for the Webex Meetings mobile app cisco devices.

Webex Meetings defines the managed configuration options that can be remotely set by an IT administrator. These are arbitrary settings that can be changed by a managed configuration provider. If your app is running in a work profile, your IT administrator can also change your app's managed configuration.

A managed configurations provider is another app controlled by the IT administrator which is running on the same device. The IT administrator communicates configuration changes to the managed configuration provider app, which then makes changes to Webex Meetings.

Prerequisites

iOS 9.0 or later

Enterprise Mobility Management (EMM) software such as Jamf Pro, AirWatch, Microsoft Intune, or MobileIron

Managed applications are uploaded to the App Store

Configuration Policies for Webex Meetings

IT administrators can add configuration policies to devices that are enrolled in an EMM solution.

Sign in to the EMM console and approve Webex Meetings from Managed Google Play. IT administrators can then add app configuration policies for the Webex Meetings mobile app. After a user installs Webex Meetings, their device automatically configures the app.

The Systems Engineering qualification

 The building data frameworks or building broadcast communications systemsis a part of designing that is answerable for the plan, improvement, application and upkeep of PC frameworks. Frameworks designing infers the utilization of numerical thoughts that permit to indicate the innovative use of frameworks speculations. Graduates in media transmission frameworks designing will have the option to rehearse in the field of hardware and broadcast communications, completing programming errands for PC applications and control of PC gear, breaking down frameworks, applications and mid-level PC programming. They may likewise decide to educate or explore. Be that as it may, what is the everyday existence of a frameworks engineer like? In this post we will let you know dt engineer! 

The field of utilization of frameworks designing is very wide. Indeed, it is fundamental in zones, for example, wellbeing , science , financial matters or correspondence . Why? Indeed, extremely straightforward: most organizations need PC innovation to complete their undertakings. Furthermore, you? Have you previously begun concentrating to accomplish your objective? Look at the frameworks building courses accessible at Emagister and don't stand by any more! 

What are the primary errands of a frameworks engineer? 

The Systems Engineering qualification is one of the most requested professions in the work market. Graduates in this part of building secure the accompanying obligations: 

Configuration, program, apply and keep up PC frameworks. 

Oversee organizations and data frameworks. 

Streamline the information that an organization handles. 

Examination to make programming and equipment in an organization or association. 

Plan and keep up the sites.

Electronic Engineer

 The electronic engineers engaged in the design and development of electronic products using, for example, telecommunications systems, computers, lasers, and satellite broadcast systems, radar and television.

Electronic engineers are involved in the generation, distribution, and use of electricity.

Electronic engineers work in a research team, on the design or development of electronic products. To produce the image of the electronic product they are working on, they use computer aided design (CAD) technologies.

They then build a model of the new product, or a version of an existing product. They test the operation of the model and can modify the design, if necessary.

When the model is ready, the electronic engineers are responsible for producing the samples of the new model in a laboratory, and for supervising the start of large-scale production.

They are also responsible for dealing with any issues that arise during production.

The development of an electronic product generally involves the electronic engineer working closely with other people, such as design engineers, and marketing and sales departments. They also work with clients to discuss their needs and to explain product development.

Some electronic engineers act as consultants, advising clients on the design, procurement and installation of equipment and systems. They sometimes teach customers how to use a finished product, for example defense equipment used by the military.

Electronic engineers are also engaged in the research, design, and management of equipment used to control and monitor processes, systems, and machinery in many different areas.

For example, electronic engineers working in manufacturing industries use pressure and temperature control systems as well as waste management systems. They must control all the large oil processing plants and the sophisticated control systems used in the power generation industries.

Electrical engineers work for the generation and supply of electricity for industrial, commercial or public sectors, or for domestic use drive testing engineer.

They design and produce equipment such as electric generators and turbines. They make sure all equipment is safe and works efficiently. They diagnose errors and lead repair teams.

In electricity distribution companies, electrical engineers work on transformers and transmission systems. They maintain the correct voltage in the system, to avoid overload.

Some electronic engineers design electrical industrial machinery and supervise the installation of heating, ventilation, and lighting systems.

Electronic engineers can lead teams that include other engineers, technicians, and craftsmen.

what drive testing engineer

 The engineering information systems  or engineering telecommunications systemsis a branch of engineering that is responsible for the design, development, application and maintenance of computer systems. Systems engineering implies the use of mathematical notions that allow to specify the technological application of systems theories. Graduates in telecommunication systems engineering will be able to practice in the field of electronics and telecommunications, carrying out programming tasks for computer applications and control of computer equipment, analyzing systems, applications and mid-level computer programming. They may also choose to teach or research. But, what is the day-to-day life of a systems engineer like? In this post we will tell you drive testing engineer!

The field of application of systems engineering is quite wide. In fact, it is essential in areas such as health , biology , economics or communication . Why? Well, very simple: most companies need computer technology to carry out their projects. And you? Have you already started studying to achieve your goal? Check out the systems engineering courses  available at Emagister and don't wait any longer!

What are the main tasks of a systems engineer?

The Systems Engineering degree is one of the most demanded careers in the labor market. Graduates in this branch of engineering acquire the following responsibilities:

Design, program, apply and maintain computer systems.

Manage networks and information systems.

Optimize the data that a company handles.

Research to create software and hardware in a company or organization.

Design and maintain the websites.

mobile drive test

 TRANSVERSAL COMPETENCES 

A Systems Engineering professional must be able to: 

Work in multi-disciplinary teams.

Communicate orally and in writing effectively.

Self-training.

Work in an intercultural and international context.

Investigate with scientific rigor.

Be critical and thoughtful.

Be committed to society.

Develop your profession with professional ethics.

Be creative and innovative.

Be a business leader and entrepreneur.

Working under pressure.

Be responsible and respectful with the environment.

 

OBJECTIVES OF THE SYSTEMS ENGINEER 

The objectives of the systems engineer are to: 

Provide managerial information necessary to guide and control the general development program of the entire organization.

Prepare and evaluate strategic plans and business and / or institutional development projects in Information and Communication Technologies mobile drive test.

Apply the systemic approach to all processes susceptible to optimization within an organization to increase the productivity of public and private entities.

Know the current needs of the organization. Anticipate future requirements in advance, in order to be prepared when action is required.

Analyze and implement the particular objectives of the subsystems, in a complex system properly designed, documented and that works as a whole in the Organization.

Improve the quality and effectiveness of the systems-products, through an adequate integration of requirements.

Reduce the time of the product-systems development cycle, through the integration of activities and processes.

drive test engineer

 The building data frameworks or designing broadcast communications systemsis a part of designing that is answerable for the plan, improvement, application and upkeep of PC frameworks. Frameworks designing suggests the utilization of numerical ideas that permit to indicate the innovative use of frameworks speculations. Graduates in media transmission frameworks building will have the option to rehearse in the field of hardware and broadcast communications, completing programming errands for PC applications and control of PC gear, examining frameworks, applications and mid-level PC programming. They may likewise decide to educate or investigate. Be that as it may, what is the everyday existence of a frameworks engineer like? In this post we will let you know drive test engineer! 

The field of use of frameworks designing is very wide. Truth be told, it is fundamental in territories, for example, wellbeing , science , financial aspects or correspondence . Why? All things considered, extremely basic: most organizations need PC innovation to do their undertakings. What's more, you? Have you previously begun concentrating to accomplish your objective? Look at the frameworks designing courses accessible at Emagister and don't stand by any more! 

What are the fundamental assignments of a frameworks engineer? 

The Systems Engineering certificate is one of the most requested professions in the work market. Graduates in this part of designing obtain the accompanying duties: 

Configuration, program, apply and keep up PC frameworks. 

Oversee organizations and data frameworks. 

Upgrade the information that an organization handles. 

Examination to make programming and equipment in an organization or association. 

Plan and keep up the sites.

IT support functions

 IT support often assists customers with setup, maintenance, and troubleshooting. And they can provide both in-person technical support and assist customers remotely, usually by phone, chat, or email.

Certain IT support technicians may offer exclusive support services for certain technology products, such as software or hardware, or help users with generic IT problems. Some possible technical problems could be: the entry of a computer virus, loss of data, faulty software and hardware programs, or Internet connection failures are problems servicedesk analyst.

Functions of a computer support team

• Answer customer support inquiries
• Software management and support tools
• Delegate inquiries to the appropriate support channel
• Diagnosing and solving customer problems
• Be up to date on the company's products and services

what is a service desk

 Administration Desk and Help Desk are two terms that are important for the ITSM and that are identified with high productivity instruments zeroed in on improving the administration that organizations offer their clients. In any case, and albeit the two terms are regularly utilized as equivalents; in all actuality relying upon the unique situation, Service Desk and Help Desk can mean two distinct things. 

Doubtlessly you are pondering now what are those distinctions that recognize one from the other? Is it significant for my business that I know these dissimilarities? Which one could work best for my organization? On the off chance that you need to have some thought of ??what the responses to these inquiries are; We suggest that you keep perusing this fascinating article that we have arranged for you today. 

From the Help Desk to the Service Desk 

The presentation of PCs during the 1980s was the marvel that offered ascend to all that would later turn into the IT uphold market. It is absolutely as of now that the primary Help Desk or Help Desks in Spanish were conceived; which were a long way from having the qualities and productivity of the current Help Desks. 

It isn't until the finish of the 1980s when the ITIL system acts the hero to propose a superior method to oversee Information Technology. This arrangement of best practices presented the idea of a coordinated Service Desk as a solitary purpose of contact for all IT-related client demands what is a service desk. 

Administration DeskAlthough ordinarily they are utilized as equivalent words, on account of the way that they share basic capacities; the terms Help Desk and Service Desk incorporate totally various ideas. As a specialized help community, the Help Desk assists clients with taking advantage of innovation. The Help Desk gives significant level specialized administrations and zeros in additional on occurrence, resource and fundamental change the executives. 

The Service Desk, as far as it matters for its, isn't just committed to offering fantastic specialized help; It is likewise firmly identified with all IT cycles and some portion of its job is to zero in on business needs too. 

To make this point more clear; Let's see precisely what are the capacities that every one satisfies inside the organization.

Service Desk Vs Help Desk

 Service Desk and Help Desk are two terms that are part of the ITSM and that are related to high efficiency tools focused on improving the service that companies offer their customers. However, and although both terms are frequently used as synonyms; the truth is that depending on the context, Service Desk and Help Desk can mean two different things.

Surely you are wondering now what are those differences that distinguish one from the other? Is it important for my business that I know these dissimilarities? Which one could work best for my company? If you want to have some idea of ​​what the answers to these questions are; We recommend that you continue reading this interesting article that we have prepared for you today.

From the Help Desk to the Service Desk

The introduction of PCs in the 1980s was the phenomenon that gave rise to everything that would later become the IT support market. It is precisely at this time that the first Help Desk or Help Desks in Spanish were born; which were far from having the characteristics and efficiency of the current Help Desks itil service desk process.

It is not until the end of the 1980s when the ITIL framework comes to the rescue to propose a better way to manage Information Technology. This set of best practices introduced the concept of an integrated Service Desk as a single point of contact for all IT-related customer requests.

 Service DeskAlthough many times they are used as synonyms, thanks to the fact that they share common functions; the terms Help Desk and Service Desk encompass completely different concepts. As a technical support center, the Help Desk helps customers get the most out of technology. The Help Desk provides high-level technical services and focuses more on incident, asset and basic change management.

 

The Service Desk, for its part, is not only dedicated to providing excellent technical support; It is also closely related to all IT processes and part of its role is to focus on business needs as well.

 

To make this point clearer; Let's see exactly what are the functions that each one fulfills within the company.

 The Help Desk

A Help Desk or Help Desk is a tool that organizations use to provide assistance or advice to customers in response to a particular request. It aims to provide information and technical solutions to customers.

 

Normally, Help Desks are made up of groups of technicians; who are in charge of using their specialized knowledge to find the solutions that best answer the questions or requests of the clients. This process of seeking and providing solutions is divided into two levels according to the complexity of the request:

 Level 1

This level handles common situations where the customer simply requests more information about a product or service. At this stage, the hotline is responsible for identifying needs and providing advice.

 Level 2

Here the level of complexity of the requests increases. Requests at this level typically require the technician to assist the customer in a more personalized way either through phone support or through On-site support.

Help Desks offer quick and practical solutions to customers; they also represent a point of contact between the company and the consumer. This point of contact serves not only to solve problems but also to motivate customer loyalty with the brand.

 The Service Desk

The Service Desk or Service Desk is also responsible for responding to customer requests, in fact it can do almost everything a Help Desk does. However, its functions go much further.

service desk analyst job description

 For IT associations all things considered, the administration work area speaks to one of the most significant center exercises, requiring day by day the executives. On the off chance that you are hoping to actualize a helpdesk just because, the cycle can appear to be threatening, particularly if the objective is to follow ITIL best practice suggestions from the earliest starting point. 

Administration work areas assume a key function in guaranteeing the accessibility of the apparent multitude of administrations that the IT association gives and supports. While a very much actualized administration work area can drive productivity over the association, a shoddy one can truly hurt the business. Associations endeavoring to improve and develop administration the executives regularly start by building up client support that grasps ITIL principles. 

ITIL not just offers the prescribed procedures for occurrence the executives and solicitation satisfaction, two of the principle elements of the administration work area, yet additionally portrays how associations ought to appoint and share the obligations of working the administration work area to guarantee ideal effectiveness, duty and uncommon assistance 

In this blog we will take a more top to bottom glance at the jobs and duties related with overseeing and working an IT administration inside your association. 

Administration Desk inside the system of ITIL 

New insiders in the IT world regularly get some information about the contrasts among ITIL and the administration work area, however did you realize that the administration work area is quite of ITIL 2011 and will presumably stay an indispensable piece of ITIL in rendition v4? planned for 2019? The ITIL system offers IT associations a complete way to actualize client support and execute and authorize ITIL help work area duties inside the association. 

ITIL 2011 distinguishes 26 cycles and four capacities that adjust to the five phases of the administration life cycle: administration technique, administration configuration, administration change, administration activity, and consistent assistance improvement service desk analyst job description. 

In the following area, we audit the three primary elements of the ITIL administration work area and the related duties.

Help Desk Software for IT Service Providers

 ServiceTonic is a fully integrated ticket and asset management system that allows IT support centers to simplify and automate the process of satisfying service requests for end users, offering constant availability of 24/7 365 customer support it help desk duties. ,

Technical support for computer related problems (hardware / software)

Assistance and website support for employees and customers.

Efficiently manage the IT services you provide with ServiceTonic. Management of incidents, orders and automation of work orders.

Centralize all tasks, automate with predefined responses and request scales from those responsible.

Offer a faster and more effective response.

ServiceTonic helps you efficiently organize and manage different requests based on business criteria such as priority, workload, and resource availability.

what is a service desk analyst

 For IT organizations of all sizes, the service desk represents one of the most important core activities, requiring daily management. If you are looking to implement a helpdesk for the first time, the process can seem intimidating, especially if the goal is to follow ITIL® best practice recommendations from the beginning.

Service desks play a key role in ensuring the availability of all the services that the IT organization provides and supports. While a well-implemented service desk can drive efficiency across the organization, a poorly executed one can really hurt the business. Organizations striving to improve and mature service management often begin by establishing customer service that embraces ITIL standards.

ITIL not only offers the best practices for incident management and request fulfillment, two of the main functions of the service desk, but also describes how organizations should assign and share the responsibilities of operating the service desk to ensure optimal efficiency, responsibility and exceptional service

In this blog we will take a more in-depth look at the roles and responsibilities associated with managing and operating an IT service within your organization what is a service desk analyst.

Service Desk within the framework of ITIL

New insiders in the IT world often ask about the differences between ITIL and the service desk, but did you know that the service desk is actually part of ITIL 2011 and will probably remain an integral part of ITIL in version v4? scheduled for 2019? The ITIL framework offers IT organizations a comprehensive path to implement customer service and implement and enforce ITIL help desk responsibilities within the organization.

ITIL 2011 identifies 26 processes and four functions that conform to the five stages of the service life cycle: service strategy, service design, service transition, service operation, and continuous service improvement.

In the next section, we review the three main functions of the ITIL service desk and the associated responsibilities.

help desk role

 The Help Desk

A Help Desk or Help Desk is a tool that organizations use to provide assistance or advice to clients in response to a particular request. It aims to provide information and technical solutions to customers.

 

Normally, Help Desks are made up of groups of technicians; who are in charge of using their specialized knowledge to find the solutions that best answer the questions or requests of the clients. This process of seeking and providing solutions is divided into two levels according to the complexity of the request:

 Level 1

This level handles common situations where the customer simply requests more information about a product or service. At this stage, the hotline is responsible for identifying needs and providing advice.

 Level 2

Here the level of complexity of the requests increases. Requests at this level typically require the technician to assist the customer in a more personalized way either through phone support or through On-site support help desk role.

 

Help Desks offer quick and practical solutions to customers; they also represent a point of contact between the company and the consumer. This point of contact serves not only to solve problems but also to motivate customer loyalty with the brand.

 Improve Help Desk work process 

It tends to be perplexing and changed. Getting and allocating demands, grouping them, organizing them, initiating explicit activities for significant cases, and sending reaction notices are among the numerous errands that must be considered. 

Any solicitation for Help or specialized data made by your customers must be gone to by your Help Desk in the most quick and productive manner conceivable. 

The inverse can bring you undesirable results, for example, the loss of believability and uneasiness among your customers, which over the long haul can produce huge costs for your organization. 

All together for an association to be effective, profitable and increased in value by its clients, it must endeavor to Improve Help Desk Workflow. 

As we have referenced in past posts of this blog, we suggest receiving an ITIL Service Desk in the Cloud to deal with the activities of Information Technology and Service Management with quality and effectiveness. 

In any case, executing this requires doing a cycle of observing, control and constant improvement of cycles and administrations in equal. 

Thusly, it is basic to give extraordinary consideration to the manner in which your association is dealing with the work process of your Help Desk, for which on a basic level, you should comprehend its multifaceted nature. 

Beneath we clarify what are the degrees of help offered by the Help Desk, and in equal, build up the 4 Steps to improve the work process of your Help Desk. 

Online consultantFirst Level Support: The principal level help of the Help Desk is described by being the primary contact between the client and the Help Desk of your association, and its goal is to give quick reaction to episodes fundamentally identified with the activity of the Information advances (ICT). 

In spite of the fact that it is critical to effectively deal with the administration and reaction of solicitations, it is likewise important to deal with the costs that this degree of help speaks to. 

In this sense, you can set aside cash at this level on staff. Let's face it: Specialists (software engineers, sysadmins, and so forth.) should hold themselves for more perplexing issues, and abstain from 'consuming' them with issues that can be handily explained by less qualified staff, or without anyone else administration. 

Furthermore, talking about self-administration, this factor likewise helps set aside a great deal of cash at this level. Taking care of the Knowledge Base of Solutions for basic disappointments or issues assists with enhancing the utilization of faculty, and the time spent gathering necessities. 

Presently, Step # 1 to Improve the Help Desk Workflow is enacted when a help demand is gotten through any of the entrance stations (phone, site, informal communities, email). 

The progression comprises of allocating a pass to the episode, partner it with a number and depiction of the issue. This cycle is called Local Bug Tracker or LBT . Next, Step # 2 to Improve the Workflow of the Help Desk of your organization starts . It comprises of diagnosing and characterizing the occurrence as indicated by the particular qualities it presents. It is very like the arrangement that we clarify better here , Section 4.- Establish need levels in the episodes . 

Composite picture of financial specialist holding and utilizing tablet PC 

Now, the Customer Service Operator must accumulate all the vital data so it very well may be settled hot, alluded to the Self-Service or FAQ Section, or in the event that it is justified, send it to: 

Second Level Support: At this level, more perplexing occurrences are managed. They are those issues whose arrangement rises above the FAQ or self-administration segment, and consequently they are alluded to qualified work force from various subject matters. 

The master relegated to the case will embrace the follow-up to offer help until the arrangement is found, or something else, allude it to higher occasions. Moreover, the answers for these issues at this level are gathered in User Manuals. 

At the point when the case happens that the answer for the issue gets away from the Second Support Level, at that point Step # 3 to Improve the Help Desk Workflow starts , which fundamentally comprises of the consideration and the referral of the occurrence to levels uphold bosses, as indicated by the complexities that portray it. Thus, we have: 

Third Level Support: Incidents identified with the "back-end", that is, upkeep frameworks, are gone to here. The masters responsible for these episodes should zero in on investigating and creating answers for new or up to this point obscure issues. 

worldwide socialFourth Level Support: This is the most noteworthy and most complex degree of help in light of the fact that, for the arrangement of the issues that rise above this level, information identified with the establishment, design, interconnection, organization and activity of the workers is required. The pros who go to this level have at any rate two accreditations, and are situated in the Systems territory of ​​the association. 

Despite the level and sort of help through which the episode happens, the Service Desk Operators must keep the customer educated regarding every one of the means through which their necessity passes. To do this, you should utilize email messages and visits, moment warnings through mobile phone and different methods for correspondence. 

The goal is to give you that your solicitation is significant, is being taken care of and is being settled, and with this shrewd move, to guarantee your dedication. 

When the issue is settled, Step # 4 to Improve Help Desk Workflow is cultivated , paying little mind to the degree of help where the goal was accomplished. 

This last advance comprises of authoritatively shutting the ticket relating to the occurrence, and continuing to report the answer for feed the Knowledge Base, with the goal that it tends to be counseled later by different experts and fill in as contribution for the development of Help Manuals. 

In outline, organizing the Help Desk work process at various levels, as per the sort and trouble of the solicitations got, is critical to improve and upgrade the Help Desk work process of your organization. 

Executing the 4 stages to Improve the Workflow of your Help Desk will permit you to diminish the expenses of the Technical Support of your association, since you will tackle the vast majority of the prerequisites through the FAQ Database, the Knowledge Base, and the Operating Manuals, and you will deal with your HR towards the arrangement of complex issues at more significant levels service desk job descriptions. 

In the event that this data has widened your point of view and you need to actualize these 4 stages to improve the work process of your organization's Help Desk, get in touch with us! 

GB Advisors Inc helps and exhorts you for the establishment, specialized assistance and customization of Freshservice ITIL Service Desk , which improves the work process of your Help Desk. 

Its mechanization highlights quicken your work processes because of its serious tagging framework, along with Asset Management abilities accumulated in an instinctive, adjustable interface, and simple to use from the beginning. 

HELP DESK

 The first meaning of the term table mentioned in the dictionary of the Royal Spanish Academy ( RAE ) refers to a piece of furniture composed of a horizontal table and legs that support it. The concept, however, can also be used to refer to a set of individuals brought together for a certain purpose.

Help desk

Help , on the other hand, is a collaboration or assistance. It is an aid that is provided so that someone can solve a problem or fulfill a goal.

The help desk idea refers to the service that, by appealing to human and technological resources, allows solving problems and incidents and carrying out different procedures and procedures . This benefit is provided by numerous state agencies, organizations and companies .

Also called service desk , focus on the customer , focus on the user or, in English, help desk , help desk aims to provide answers to requests or queries relating to its scope. Attention can be provided in person in an office or through the Internet or by telephone.

In IT and technology , the help desk provides technical support . The user, when encountering a difficulty in using a system or product, can contact the help desk for a specialist to provide cooperation.

It is common for the help desk, once the request has been processed, to provide a number so that the user can track the operation they performed. Thus, if you communicate again on the same subject, you have to mention the number in question.

Help deskThis number is usually called the incident number , and it is very useful to avoid detailing the entire problem every time the user contacts the help desk. In the best of cases, the first person who attends you will record the case in the database and between that moment and the next communication the team of technicians will have tried to provide a solution. In practice, many times we are forced to repeat history several times until we are taken seriously.

The help desk should be a service for the user to find solutions to those problems that require a higher level of knowledge than their own or tools that they do not have. Unfortunately, it is not uncommon for absurd and useless responses to arise from a query, treating the user as an irresponsible person or without any type of technical preparation, provoking deep indignation in him and generating a waste of time and energy help desk services.

For example: if a user communicates through a specialized forum with the developers of a computer to indicate that he cannot use an external monitor with the resolution that the company promises despite having followed all the indications properly, and receives in response Questions like "should you buy the right cable" or "have you made sure you've updated your operating system?" will probably get frustrated and turn to the community .

One of the great evils of the help desk is the hiring of people with an insufficient degree of preparation , with the aim of reducing the salary budget. In many cases, finding a trained employee to receive a satisfactory response can take several telephone calls or contacts over the Internet, depending on the case. Apparently, the reasoning of many companies is based on the idea that most customers do not have technical knowledge or that their problems are generally basic, and therefore a generic answer is sufficient.

Service Desk Vs Help Desk: How are they different?

 Service Desk and Help Desk are two terms that are part of the ITSM and that are related to high-efficiency tools focused on improving the service that companies offer their customers. However, and although both terms are frequently used as synonyms; the truth is that depending on the context, Service Desk and Help Desk can mean two different things.

 Surely you are wondering now what are those differences that distinguish one from the other? Is it important for my business that I know these dissimilarities? Which one could work best for my company? If you want to have some idea of ​​what the answers to these questions are; We recommend that you continue reading this interesting article that we have prepared for you today.

From the Help Desk to the Service Desk

The introduction of PCs in the 1980s was the phenomenon that gave rise to what would later become the IT support market. It is precisely at this time that the first Help Desk or Help Desks in Spanish were born; which were far from having the characteristics and efficiency of the current Help Desks.

 It is not until the end of the 1980s when the ITIL framework comes to the rescue to propose a better way to manage Information Technology. This set of best practices introduced the concept of an integrated Service Desk as a single point of contact for all IT-related customer requests.

 Service DeskAlthough many times they are used as synonyms, thanks to the fact that they share common functions; the terms Help Desk and Service Desk encompass completely different concepts. As a technical support center, the Help Desk helps customers get the most out of technology. The Help Desk provides high-level technical services and focuses more on incident, asset, and basic change management.

The Service Desk, for its part, is not only dedicated to providing excellent technical support; It is also closely related to all IT processes and part of its role is to focus on business needs as well it service desk.

 To make this point clearer; Let's see exactly what are the functions that each one fulfills within the company.

 The Help Desk

A Help Desk or Help Desk is a tool that organizations use to provide assistance or advice to clients in response to a particular request. It aims to provide information and technical solutions to customers.

 Normally, Help Desks are made up of groups of technicians; who are in charge of using their specialized knowledge to find the solutions that best answer the questions or requests of the clients. This process of seeking and providing solutions is divided into two levels according to the complexity of the request:

 Level 1

This level handles common situations where the customer simply requests more information about a product or service. At this stage, the hotline is responsible for identifying needs and providing advice.

 Level 2

Here the level of complexity of the requests increases. Requests at this level typically require the technician to assist the customer in a more personalized way either through phone support or through On-site support.

Help Desks offer quick and practical solutions to customers; they also represent a point of contact between the company and the consumer. This point of contact serves not only to solve problems but also to motivate customer loyalty with the brand.

 

it helpdisk

 Surely you are wondering now what are those differences that distinguish one from the other? Is it important for my business that I know these dissimilarities? Which one could work best for my company? If you want to have some idea of ​​what the answers to these questions are; We recommend that you continue reading this interesting article that we have prepared for you today.

From the Help Desk to the Service Desk

The introduction of PCs in the 1980s was the phenomenon that gave rise to what would later become the IT support market. It is precisely at this time that the first Help Desk or Help Desks in Spanish were born; which were far from having the characteristics and efficiency of the current Help Desks.

 

It is not until the end of the 1980s when the ITIL framework comes to the rescue to propose a better way to manage Information Technology. This set of best practices introduced the concept of an integrated Service Desk as a single point of contact for all IT-related customer requests.

 

The role of a technical support operator is primarily to provide first-level support for internal and remote personnel. Various aspects of a technical support operator's role include answering and answering technical queries, proactively providing personalized service to customers, providing recommendations on company application purchases, assisting with the installation and configuration of computer systems, upgrade and replace network hardware and troubleshoot computer problems. Other responsibilities may include support for patched workstation software, Internet connectivity, business applications, and operating systems it helpdisk.

The primary responsibility of a technical support operator is to provide first-line support to end users facing software and hardware problems. The operator is the first point of contact for all IT and communication issues within an organization or between an organization and its customers. The operator determines the source of the problem, solves it and offers suitable solutions to the problems. The role requires the person to serve as the liaison between clients and the technical department.

SUPPORT AND TECHNICAL ASSISTANCE

 The Computing Service, when its technical and human resources make it possible, provides technical assistance in the area of ​​microinformatics and workstations.

1. MAKE a part of the Technical Assistance Request (Software or Hardware)

In order to expedite its resolution, we ask that you duly fill in the  TECHNICAL ASSISTANCE REQUEST FORM (SOFTWARE AND HARDWARE) , filling in all the information contained therein.

In Detailed description of the problem, indicate the error message, symptoms, how to repeat the problem, frequency, etc.  

In Type: Software / Hardware , indicate if possible to which area the problem belongs. As a general rule: 

SOFTWARE:  If the problem is with a  program  (either  Office, Firefox,  the mail program ... or even Windows itself  ) 

HARDWARE:  If, on the contrary, the problem is in  something physical  (computer, printer, screen, hard disk, etc.)

CONSIDERATIONS:

The maintenance service is offered for those computers and printers that are registered in the university's computer park service desk.

The hardware maintenance excludes notebooks, servers, tablets, mobile devices, multifunction printers, scanners, mice, equipment older than 7 years , as well as plotters, CD-ROM batteries, industrial computers. Maintaining your equipment  only  with the  software configuration recommended by the SI  will allow us to optimize and speed up the technical assistance provided.

More information about hardware maintenance according to the status of your equipment

 2. MONITORING of the parts made and communication with the technicians:

The management of the parts has been integrated into the UACloud "UA Requests" application (accessible from the Notification Center and from pending Notifications ).

At any time you can  check the status  of the part or add additional observations, and even  communicate by message with the assigned technicians  .