Tasks and Tasks of the Help Desk Technician

The main responsibilities and duties of the help desk are:

1. React promptly to requests for assistance from users, via ticket or telephone
2. Understand and limit the problem
3. In the simplest cases, provide a first technical answer to the custome
4. Connect to customer systems to check for the problem
5. Finding solutions to malfunctions
6. Carry out remote HW and SW interventions to restore functionality
7. Direct the user to resolve the problem and follow him through the procedure
8. Make sure with the user that the problem is actually resolved
9. In more complex cases, transfer the case to the next support level ( escalation )
10. Follow unresolved requests and ensure their rapid solution, in compliance with SLAs
11. Contribute to feeding the repertoire of corporate FAQs with the most common requests
12. Suggest improvements in procedure

More info:  help desk support jobs

HELP DESK IN USA

The Help Desk operator or technician is the professional in charge of providing technical assistance and support to all those clients who require it. The latter must deal with the client and solve his technological problem, or assign the work to the corresponding personnel of the technical department.

This professional knows how to manage servers, databases, computers, printers, and various types of hardware. Therefore, it could be said that he is a technology specialist. Therefore, you must know about computer programs , although you can also combine this knowledge with different Computer or Programming courses.

To carry out its work, the Help Desk can work in the IT or maintenance department of all kinds of companies, to provide solutions to them or to the company's clients who require help in the event that this is a product sales company. technological.

More info:  it help desk jobs near me

Service Desk Definition

A Service Desk is a ticket management system which allows enterprises to implement strong and effective work-flows for internal and customer-facing support departments.

The Support Ticketing Management System (also called as Help Desk or Help Desk Ticketing System or Remote Help Desk Support System), enables MSPs (through administrators and help desk staff) to keep track of tickets raised by users, attend to them, reassign them to appropriate department or organizations, and generate reports and more.

Service Desk is a fully featured cloud-based ticket management system that is a part of ITarian - a complete, scalable central IT management platform that includes Remote Monitoring and Management (RMM), Service Desk, Patch Management, Mobile/Endpoint security management and other essential IT management tools for MSPs in a single, easily navigated console.

More info:  service desk jobs

Service Desk Technical Jobs

KNOWLEDGE, SKILLS & ABILITIES

• Strong understanding of present day windows-based desktop, hardware, software, networking and peripherals inclusive of, but not confined to, Microsoft products, desktops, laptops, VPN, printers, fax machines, video conferencing, telecommunications gadgets which includes mobile gadgets, local vicinity network, etc.
• Excellent customer support abilities and customer focus.
• Ability to behavior and direct studies into IT issues and products.
• Ability to correctly prioritize and execute responsibilities in a high-stress environment.
• Must be noticeably self-motivated, self-directed, exhibit strong initiative and be attentive to detail.
• Extensive experience running in a team-oriented, collaborative surroundings.
• Ability to develop stop-person documentation and lead give up-person schooling.
• Excellent verbal and written conversation abilities with the capacity to present thoughts in both enterprise-friendly and person-friendly languag.
• Works well in a fast developing environment with the ability to supply on time.
• Flexibility and flexibility to converting necessities dictated with the aid of business and IT requirements.
• Meets SPX Leadership Standards
• Flexibility to perform in a shift sample of 16x5

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

The Business Service Service Desk

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

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

Service desk description

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



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

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

What is a Service Desk definition ?

The IT service desk is a by and large more extensive capacity that is increasingly key and cross-hierarchical. An assistance work area takes a gander at the more extensive business needs and setting instead of being exclusively centered around settling the client's needs, as an assistance work area does.

 A normal assistance work area oversees occurrences and administration demands and handles correspondence with the clients. The administration work area regularly has an assistance work area segment, however its general objective is to be proactive in improving IT and business forms over the association. The best assistance work areas are continually searching for chances to run all IT forms, including the assistance work area, all the more productively.

Some key attributes of the administration work area are:

• Completely incorporating with other IT forms 
• Going about as SPOC for all IT zones, applications, and business forms 
• Following consistence with administration level understandings (SLAs) 
• Giving a self-administration capacity to episode and administration demands, with an incorporated help index 
• Incorporating and speaking with the design the board database (CMDB) 

An increasingly experienced association with complex IT frameworks, combinations with outsider sellers and a basic dependence on their IT foundation will, very likely, need an out and out IT arrangement with a coordinated assistance work area work.

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

IT Help Desk Technician: Definition, Job Outlook, Skills

The typical each day duties and competencies required for IT help desk technicians consist of the following. Computer assist technician:

• Diagnose pc errors and offer technical support.
• Solve software program, hardware and network problems.
• Tell end-users the way to configure and use new technologies.
• Make a backup and repair the documents and information structures of an organisation.
• Install, configure and update PC software program and operating systems.
• Repair pc hardware, such as printers, keyboards.
• Remote technicians at the IT assist table provide technical assistance through cellphone or the Internet.
• Remote help desk technicians regularly use special assist table help software to take manipulate of end-user computers and resolve issues, diagnose and remedy complicated difficulties.

Help Desk Technician: Typical obligations

Stage 3

• Investigate and clear up the most tough and complex problems that other ranges of the help desk couldn't clear up
• Analyze and detect traits in problem reports and preventive solutions.
• Support different service employees in the analysis and determination of hardware and software program issues

Stage 2

• Solve more complex troubles that require detailed know-how of the gadget and application; These issues have been escalated by Level 1
• Decide if you want to create an errors or a work price tag for issues that require a go to to the user’s PC or workstation

Stage 1

• Receive initial inquiries via phone or email, and accurate errors and issues with relatively easy hardware, software or network
• Detect and scale difficult Level 2 support troubles
• The call pastime is registered.

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

IT Service Desk Jobs 2020 march

The Support Ticketing Management System (additionally referred to as as Help Desk or Help Desk Ticketing System or Remote Help Desk Support System), empowers MSPs (thru executives and help work location team of workers) to display tickets raised through clients, contend with them, reassign them to fitting workplace or associations, and produce reports and that's only the tip of the iceberg.

IT Service Desk is a completely highlighted cloud-primarily based ticket the executives framework that may be a piece of ITarian - a total, versatile focal IT the board level that includes Remote Monitoring and Management (RMM), Service Desk, Patch Management, Mobile/Endpoint safety the executives and other simple IT the board gadgets for MSPs in a solitary, correctly explored reassure.

Help Desk Ticketing System furnishes endeavors with a solitary reason of contact for addressing correspondence wishes of all divisions interior simply as patron confronting. An organization, its clients, representatives, colleagues all might merge at the Help Desk and a solid and effective work method would alongside these lines be saved up.

MSPs will have the choice to increase ongoing perceivability as problems create and convey nitty gritty reviews established on challenge course of events, resources, costs, price ticket type and staffing. Further, MSPs will have the choice to correctly characterize management degree understandings and set up price ticket due dates, admonitions and charging to coordinate. It additionally permits the directors to installation automatic assistant, information base articles, and certainly relegate passes to divisions/staff established on specific criteria

IT Help Desk Technician

The typical each day duties and competencies required for IT help desk technicians consist of the following. Computer assist technician:

• Diagnose pc errors and offer technical support.
• Solve software program, hardware and network problems.
• Tell end-users the way to configure and use new technologies.
• Make a backup and repair the documents and information structures of an organisation.
• Install, configure and update PC software program and operating systems.
• Repair pc hardware, such as printers, keyboards.
• Remote technicians at the IT assist table provide technical assistance through cellphone or the Internet.
• Remote help desk technicians regularly use special assist table help software to take manipulate of end-user computers and resolve issues, diagnose and remedy complicated difficulties.

Help Desk Technician: Typical obligations

Stage 3

• Investigate and clear up the most tough and complex problems that other ranges of the help desk couldn't clear up
• Analyze and detect traits in problem reports and preventive solutions.
• Support different service employees in the analysis and determination of hardware and software program issues

Stage 2

• Solve more complex troubles that require detailed know-how of the gadget and application; These issues have been escalated by Level 1
• Decide if you want to create an errors or a work price tag for issues that require a go to to the user’s PC or workstation

Stage 1

• Receive initial inquiries via phone or email, and accurate errors and issues with relatively easy hardware, software or network
• Detect and scale difficult Level 2 support troubles
• The call pastime is registered.

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

IT Help Desk Technician: Definition, Job Outlook, Skills

The typical each day duties and competencies required for IT help desk technicians consist of the following. Computer assist technician:

• Diagnose pc errors and offer technical support.
• Solve software program, hardware and network problems.
• Tell end-users the way to configure and use new technologies.
• Make a backup and repair the documents and information structures of an organisation.
• Install, configure and update PC software program and operating systems.
• Repair pc hardware, such as printers, keyboards.
• Remote technicians at the IT assist table provide technical assistance through cellphone or the Internet.
• Remote help desk technicians regularly use special assist table help software to take manipulate of end-user computers and resolve issues, diagnose and remedy complicated difficulties.

Help Desk Technician: Typical obligations

Stage 3

• Investigate and clear up the most tough and complex problems that other ranges of the help desk couldn't clear up
• Analyze and detect traits in problem reports and preventive solutions.
• Support different service employees in the analysis and determination of hardware and software program issues

Stage 2

• Solve more complex troubles that require detailed know-how of the gadget and application; These issues have been escalated by Level 1
• Decide if you want to create an errors or a work price tag for issues that require a go to to the user’s PC or workstation

Stage 1

• Receive initial inquiries via phone or email, and accurate errors and issues with relatively easy hardware, software or network
• Detect and scale difficult Level 2 support troubles
• The call pastime is registered.

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

An important tool needed by Service Desk Manager (SDM)

Technology is a good manager for table service. The software is powerful as Motadata ITSM provide a service desk manager who gave them data and operational capabilities. Tools such as a dramatic increase scale of operations and visibility services.

This is a common tool used by many managers table service:

Tool Tickets : Also known as the management of the event or help desk systems. It is a tool to manage the primary desk, which help technicians to process all the tickets are going to arrive.

Knowledgebase : Allow managers to create a table service Regil information that can be useful to the common solution.

Only requests : Allow capture human sentiments demand (clients) to the service.

Reporting and Dashboard : Allows managers to track service and reporting of KPIs table service.

Workflow Automation : Allows HR to automate tasks twilight again and strengthen the rule of business.

More info:   service desk job

What is an IDS and how does it work?

Intrusion Detection System - IDS) is a system that monitors a network for events that may violate the security rules of that network. Among these events, there are programs that carry out activities that are beyond their common behavior, malware, and invasions of us.

IDS works by collecting user data and storing it, analyzing behavioral patterns, data flow, schedules, among others. With this information, coupled with prior knowledge of attack patterns, it is possible to discern whether the event in question is a malicious event or not.

The collection of user data is done in various ways, from input and output mechanisms, such as mouse and keyboard, to files saved on their computers; rules tables, etc. It is also possible to analyze the Network layer of the TCP / IP protocol and analyze the type of flow, incoming and outgoing packets, established connections, among others.

The Intrusion Detection System (IDS )then executes, on the data collected from users and the network flow, in real-time, algorithms looking for evidence to prove a malicious action. Once detected, the IDS then performs the action that best corresponds to that malicious activity, being within the possibilities to alert the network administrator, in the case of a passive IDS, or to block the data flow, in the case of an active IDS.

It is extremely important to emphasize that neither the detection system nor the intrusion prevention system is an antivirus, that is, it does not recognize local threats such as Trojans and worms. They are also not used as a network record, nor are they tools that assess and look for network vulnerabilities. In other words, they are monitoring tools, not security diagnostics.

Another question is about the importance of setting up an IDS. The biggest problem related to this is the number of false positives and false negatives that an IDS can generate, these numbers when very high can cause the system to become less effective. In cases of many false positives, the system becomes useless because it finds threats too often, even in cases of completely normal traffic, while too many false negatives the system has difficulties in identifying threats. Therefore, the good configuration of the IDS is directly related to the effectiveness of the system.

Best open source intrusion detection tools

In the information society in which we live, it is very important to keep our networks safe. Companies strive to contain and prevent attacks that may endanger that confidential information. For this, there are a number of tools that try to make our system as invulnerable as possible. In this article we will know the 8 best ones, so you can decide if you need to have any of them.

Currently, there are many intrusion detection and prevention systems   ranging from antivirus systems to hierarchical systems , which monitor network traffic. The most common are the following:

 NIDS : Network intrusion detection systems are placed at strategic points in the network to monitor the incoming and outgoing traffic of all network devices. But the exploration of all traffic could lead to the creation of bottlenecks, which affects the overall speed of the network.

 HIDS : Host intrusion detection systems run on machines or devices separate from the network and provide safeguards to the general network against threats from abroad.

 Signature-based IDS : Signature- based IDS monitors all packets in the network and compares them with the signature database, which are preconfigured and default attack patterns. They work similarly to antivirus software.

 Failure-based IDS : These IDS monitor network traffic and compare it to an established baseline. The baseline determines what is considered normal for the network in terms of bandwidth, protocols, ports and other devices, and the IDS alerts the administrator of all types of unusual activity.

 Passive IDS : This IDS system performs simple detection and alert work. Simply alert the administrator of any type of threat and block the activity in question as a preventive measure.
 Reactive identification : detects malicious activity, alerts the administrator of threats and also responds to those threats.

why use an IDS / IPS?

An IDS / IPS allows us to have a complete monitoring of the flow and state of the components of the network or system, allows to maintain a control in case attacks or anomalies are detected, including those originating from the secure portion of the network, and that without the need to be present at the time of an attack, the IDS / IPS will be configured to act in automatic response to the event presented, and will allow us to have a record of everything that has occurred for subsequent analysis and improvement of the security of the infrastructure.

IDS / IPS systems detect attacks in real time while generating minimal impact to the network, are independent of the operating system, easy to configure and can protect a complete subnet.



The IDS / IPS allow the easy incorporation of other complementary tools of computer security, maximizing its potential, being for these reasons considered an important complement for the protection of an infrastructure.

IDS - Intrusion Detection System Features

However, for an IDS to really be an efficient security mechanism, it must have some characteristics. According to Ned (1999), an IDS tool must have the following characteristics:

1. be executed continuously, without human interaction and be safe enough, to allow its operation in promiscuous mode;

2. be fault tolerant, so that your knowledge base does not become inconsistent;

3. resist attempts to change your knowledge base, maintaining monitoring to ensure your security;

4. provide the minimum impact on the functioning of the system;

5. be able to detect changes in the normal functioning of the system;

6. be easy to configure, so that any changes can be made quickly;

7. cover changes in the system over time, as in the case of a new application that starts to be part of the system;

8. be able to minimize the probable errors of intrusion detection and analysis.

When we spoke earlier about minimizing possible evaluation errors, reference was made to the following types of errors in the  intrusion detection and prevention systems tool, for example:

1. false positive - occurs when the tool classifies an action as a possible intrusion, although, in fact, it is a legitimate action;

2. false negative - occurs when a real intrusion occurs, but the tool allows it to pass as if it were a legitimate action;

3. subversion - occurs when the intruder modifies the operation of the IDS tool to force the occurrence of false negatives.