Help-Desk solutions

Depending on your objectives and the incidents they may cause, it is very important to consider the type of assistance you want to give to your clients. Unitel offers you  two Help-Desk solutions   with the guarantee of being a qualified support at the service of its clients:

1. Support 365   :When IT (Information Technology) problems cannot wait, our helpdesk is available 24 hours a day to give you the solution to your incident / failure. Contact our support team, Help-Desk Solutions, and speak to an IT specialist technician in less than 60 seconds. This always available resource is staffed with certified technicians who are ready, at all times, to assist anyone in your business or organization. Not all Help-Desk supports are created equal. Thanks to our Remote Control technology, our certified technicians are able to see exactly what is happening on the user's PC screen, and even take control of the PC when simple instructions are not enough to fix the problem. As a result, All you need is a phone and an Internet connection.
2. Comprehensive Help-Desk Solutions : We offer comprehensive Help-Desk services to clients who require a full-service resource center with certified technicians, full or part time. We can offer you a complete solution, with a personalized, permanent service tailored to your needs. Our Comprehensive Help-Desk solutionsallow your organization to benefit from highly qualified and technically certified personnel, anywhere and anytime, without having to worry about hiring such human resources or other related tasks.

Comprehensive Help-Desk offers much more than just remote support personnel and without having to deploy a complete support infrastructure. Provides:

• Certified staff.
• 24 × 7 coverage capacity, 365 days a year.
• A remote online support.
• A service manager always at your disposal.
• A ticket system to keep track of the resolution of your incidents or breakdowns.
• An incident reporting and status tools web service for end users.
• Staggered levels of service.
• Incident / breakdown escalation to other levels of support available.
• Service satisfaction surveys.

More info:   help desk job

Job opportunities and career of the Help Desk Technician

Career of the Help Desk Technician

Usually you start working in junior positions , as a 1st level help desk , then move on to the 2nd and 3rd level help desk with increasing experience and skills.

The progression career so will pass to the responsibilities of the position as shift manager, coordinator and then as Help Desk Manager , the figure that manages the entire team , establishes the rules and procedures and monitors the performance of the technical support service.

The experience of working as a help desk can then be used in other contexts: for example, the skills in telephone customer support are useful for finding employment as a customer service operator and call center operator, while hardware and software skills allow developments professionals as IT technician, systems engineer , or as an information systems operator .

Good Reasons to Work as a Help Desk Technician

Working as a help desk technician can be a good starting point for a career in the IT sector : several job offers are also open to candidates with little experience, software enthusiasts and more generally of computer science.

In fact, working in a help desk computer is a great professional test, very inspiring and helpful in increasing their skills: the problems that arise are always different and require an analytical approach and excellent dowries problem solving to be resolved, in addition to ability to communicate effectively with all users - perhaps the most difficult part of the job.

In addition, the salary of a help desk technician is of a good standard, with interesting possibilities for career advancement
More info:  help desk technician job description

IT SERVICE DESK Jobs 2020 March

The Support Ticketing Management System (additionally called as Help Desk or Help Desk Ticketing System or Remote Help Desk Support System), empowers MSPs (through executives and help work area staff) to monitor tickets raised by clients, take care of them, reassign them to fitting office or associations, and produce reports and that's only the tip of the iceberg.

IT Service Desk is a completely highlighted cloud-based ticket the executives framework that is a piece of ITarian - a total, versatile focal IT the board stage that incorporates Remote Monitoring and Management (RMM), Service Desk, Patch Management, Mobile/Endpoint security the executives and other basic IT the board devices for MSPs in a solitary, effectively explored reassure.

Help Desk Ticketing System furnishes endeavors with a solitary purpose of contact for addressing correspondence needs of all divisions interior just as client confronting. An organization, its clients, representatives, colleagues all would merge at the Help Desk and a solid and powerful work process would along these lines be kept up.

MSPs will have the option to increase ongoing perceivability as issues create and produce nitty gritty reports dependent on venture course of events, resources, costs, ticket type and staffing. Further, MSPs will have the option to effectively characterize administration level understandings and arrange ticket due dates, admonitions and charging to coordinate. It additionally permits the directors to set up automated assistant, information base articles, and naturally relegate passes to divisions/staff dependent on explicit criteria

Evolve IT help desk skills to meet modern user demands

Networking capabilities must exceed easy IP addresses: The capacity to hint IP visitors and determine connection points -- such as with voice over IP and wi-fi networks -- at the moment are essential talents for help desk roles.

Invest in education for new assist desk abilities

IT assist table and operations professionals are in transition due to fluctuations in the person base. Support specialists have grow to be towards engineers to facilitate efficient trouble resolution. Management ought to spend money on education for both technical and soft abilties to attain those more superior ability sets. This investment pays off rapidly, as it creates a path of advancement for guide personnel to later transition into application ownership or engineering.

This kind of employees motion can greatly benefit an organization, as it outcomes in ample personnel with deep information of IT systems. However, if an corporation needs these superior talent sets, it need to be willing to pay for them. This price is still lower than hiring a new engineer, but higher than a conventional assist specialist.

Help Desk level 1 Salary

What quantity does a Help Desk Tier 1 Specialist make within the United States? The regular Help Desk Tier 1 Specialist compensation in the United States is $44,460 as of December 26, 2019, but the range typically falls somewhere within the range of $39,720 and $49,820. Compensation reaches can change normally relying upon numerous widespread elements, such as instruction, accreditations, greater abilities, the quantity of years you have got spent in your calling. With more and more at the web, non-stop remuneration information than a few different site, Salary.Com causes making a decision your careful reimbursement target.

3 easy-to-use help desk software systems

Product (click to jump to that section)	Ease-of-use sentiment score (out of 10)
HelpCrunch	6.47
Atera	6.34
Workbooks	6.33

1. HelpCrunch

• Ease-of-use sentiment score: (6.47 out of 10)
• Mentions of ease of use in reviews: 38
• Percent of mentions which might be positive: 96%

HelpCrunch is a multi-channel patron verbal exchange platform designed for client service, marketing, and sales.

For help desk, it functions detailed client profiles, a know-how base, email management, stay chat, and communication transcripts. The stay chat also can serve as lead technology for sales, while the e-mail control and segmentation talents are notable for electronic mail marketing.

On ease of use, HelpCrunch customers have the following feedback:

• Easy to set up
• Nice user interface
• Easily customizable

Atera is a fairly area of interest product in the help table space as it’s in particular designed for managed offerings providers (MSPs) and IT professionals.

As a remote get admission to and aid tool, Atera brings remote tracking and management (RMM) talents to its help desk and knowledge base offerings. It also includes features for IT automation, patch management, contracts and service degree agreements (SLA), as well as billing and invoicing.

When it comes to ease-of-use, Atera users cite the following:

• Intuitive consumer interface
• Easy to install
• Easy-to-generate reports

Help desk jobs 2020 march

We are looking for a tech-savvy Help Desk Technician to be liable for supplying technical assistance with pc systems, hardware, and software. As a Help Desk Technician, you are responsible for responding to email, chat, or phone queries and presenting technical guide to customers using pc structures, hardware, and software.

To be a a success Help Desk Technician, you ought to be well-versed in all elements of computer systems configuration, set up, and maintenance. You ought to also have awesome interpersonal and communication skills.

Help Desk Technician Responsibilities :

• Responding to queries on the smartphone, via email, in person, or thru remote access.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of pc structures, hardware, and software.
• Training laptop users.
• Training other team of workers on troubleshooting and diagnosing problems.
• Gaining comments from customers to improve education methods.
• Writing and editing training manuals.
• Running reports and analyzing commonplace complaints and problems.

Help Desk Technician Requirements:

• An Associate's diploma in computer science or associated field.
• A sturdy operating knowledge of computer structures, hardware, and software.
• Good problem-solving, analytical, and team-operating skills.
• Excellent conversation and interpersonal skills.
• An openness to studying new technologies.

Find the latest helpdesk jobs near me 

What are IT Service Desk roles ?

Though the tiered IT aid is highly advocated via IT Service Management  it’s no longer mandatory to deploy all of the levels. You can alter or integrate help levels primarily based on your necessities and assist structure.

Many companies tailor this hierarchy and combine assist tiers (levels) in step with their aid capacity, financial capability, and philosophies. In some agencies, Tier-1 and Tier-2 functional groups are treated by the same technicians even as other agencies may favor to combine Tier-2 and Tier-3 capabilities in the same groups.

The ultimate goal is to automate as many assist capabilities as feasible in Tier-0 where cease users can quickly and easily discover answers without IT personnel's help. This saves the higher skilled sources for developing new solutions, troubleshooting difficult problems, and additionally reduces the operational cost.



We hope that you have loved the above article describing the IT service desk roles . 

Service Desk process overview

Every consumer contact with the carrier table is logged as an interaction. User Interaction Management is the technique for managing all interactions with the carrier desk which can be received from self-service Web pages or directly with the aid of provider table personnel. These interactions can encompass provider disruptions, service requests, requests for information (RFI), or proceedings reported via customers who communicate with the service table by using the use of immediate messages, phone, E-mail, or via self-carrier Web pages. The User Interaction Management technique allows you to without problems log and resolve easy consumer requests and to enhance others into incidents requiring further action.

Multiple person interactions may be linked to a unmarried incident inside the tool. User Interaction Management describes all the activities a help desk work needs to observe when registering a brand new incident or change. The Help Desk agent follows the necessary steps and searches for associated information records, known errors records, and present incidents or changes. This system streamlines provider table activities, thereby reducing the workload for second line assist teams.

skills for IT help desk technician

Effectively thinking: Technicians utilize their insight, experience, information, and inventiveness to investigate an issue and distinguish an answer.

Addressing: Critical scholars frequently ask themselves inquiries about an issue or issue, and afterward search out the appropriate response. While investigating, specialists recognize a hypothesis of a reasonable justification and afterward endeavor to approve the hypothesis.

Evolving points of view: Solutions are regularly increasingly evident when an expert takes a gander at an issue from an alternate point of view, for example, that of a client.

Assessing proof: The basic scholar can utilize motivation to assess existing realities and land at a validated end.

Composed Communication 

Compelling composed correspondence is essential in help work area and specialized help work jobs, particularly in associations that utilization an information base or CRM (client relationship the board) framework. Professionals go through these frameworks to look normal issues and arrangements. All together for these databases to be helpful, specialists should compactly record their activities after they settle an issue. Chiefs and managers additionally utilize these frameworks to audit and assess your work for advancements.


Undivided attention 

Undivided attention is among the most important relational abilities. Consider when you were conversing with a companion and it was evident the person wasn't focusing. How did that cause you to feel? Disregarded? Irate? Angry? Clients know when you aren't tuning in to them and have similar sentiments.

Attentive people focus on what somebody is stating; they look, gesture and at times voice their comprehension. At the point when they don't get something, they pose inquiries to get explanation (sans intruding). Little subtleties like this in the manner you connect with individuals, when assumed control over some undefined time frame, go far in building a positive association with clients, colleagues and the board.

Verbal Communication 

Verbal relational abilities are basic to your prosperity as an assistance work area specialist. For instance, a client may whine of something dubious like "The server is down" or "The Internet is down." A specialist may realize an association has more than one server and it's far-fetched the Internet is down, so he needs to accumulate more data to analyze the issue.

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

ONLINE HELP DESK MARKET 2020

Online Help Desk Market record furnished to identify extensive trends, drivers, influence elements in international and regions, agreements, new product launches and acquisitions, Analysis, market drivers, possibilities and challenges, risks within the market, price and forecasts to 2026.

This file makes a speciality of the global Online Help Desk status, future forecast, growth opportunity, key marketplace and key gamers. The look at goals are to present the Online Help Desk improvement in United States, Europe and China.

The record has a committed phase for market dynamics where market influence elements, Online Help Desk market boom drivers, restraints, challenges, trends, and possibilities are broadly discussed. The statistical information provided inside the document serves as a powerful tool to get a clean and short know-how of the Online Help Desk marketplace progress in the beyond few and coming years.

The document provides accurate statistics and insights associated with the worldwide Online Help Desk market, which consist of CAGR, value, volume, consumption, production increase rate, and revenue.

The Following Manufacturers are covered:-
• Zendesk
• Groove
• HappyFox
• Freshdesk
• Atlassian
• Zoho
• …

The research report also studied the key players operating in the international Online Help Desk marketplace. It has evaluated and elucidated the studies and improvement statuses of those companies, their economic outlooks, and their growth plans for the forecast period.

The midpoint pay for a Tier 1 help job is $38,750. The midpoint pay for a Tier 2 job is $45,750, and for help desk tier 3 salary it's $58,500.

Intrusion Prevention (IPS) and Intrusion Detection System (IDS)

 Monitor and analyze all traffic in the network segment.

- It consists of a set of sensors that works to detect malicious activities on the network.

- Detect if someone is trying to enter your system or if a legitimate user is misusing it.

IPS complements an IDS by blocking intrusion and preventing further damage to the network. It is a tool that detects and blocks the attacker.

Intrusion Prevention
Hybrid Intrusion Detection Systems

- It is the use of network-based systems and Host-based systems to control and monitor the computational security of an environment.

Students: Felipe Moraes, Luma de Oliveira and Mariana Mondo

Host-based Intrusion Detection Systems (HIDS)

- Monitors and analyzes information collected from a single Host (Machine).

- Does not observe the traffic passing through the network.

- They are installed on servers to alert and identify attacks and attempts to improper access to the machine itself.

INTRUSION DETECTION SYSTEM - IDS

IPS is often located directly behind the firewall and provides a complementary layer of analysis that negatively selects dangerous content.

Intrusion Prevention Steps

Network-based Intrusion Detection Systems (NIDS)

IDS and IPS essential to cybersecurity

Security teams face an increasing threat from data breaches and compliance fines while continuing to struggle with budget constraints and corporate policies. IDS / IPS technology covers specific and important jobs in a cybersecurity strategy:

Automation: IDS / IPS systems largely do not require human intervention, making them ideal candidates for use in the current security stack. IPS provides peace of mind that the network is protected from known threats with limited resource requirements

Compliance: Part of compliance generally requires that you have invested in technologies and systems to protect data. The implementation of an IDS / IPS solution checks the compliance sheet and addresses several CIS security controls. Most importantly, audit data is a valuable part of compliance investigations.

Policy enforcement: IDS / IPS is configurable to help enforce internal security policies at the network level. For example, if you only support one VPN, you can use IPS to block other VPN traffic.
While network security is essential to protect against data breaches - and IDS / IPS solutions fulfill this role perfectly - Varonis DatAlert monitors data activity in real-time and complements IDS / IPS. The solution not only includes signature-based ransomware detection but also recognizes the characteristics and behavior of an attack.

The 7 best intrusion prevention systems (IPS) by 2020

Everyone wants to keep intruders out of their home. Similarly, and for similar reasons, network administrators strive to keep intruders out of the networks they manage. One of the most important assets of many of today's organizations is their information. It is so important that many malicious people will do everything possible to steal that data. They do this using a wide range of techniques to obtain unauthorized access to networks and systems. The number of such attacks has increased exponentially and, in reaction, systems are being implemented to prevent them. These systems are called intrusion prevention systems, or IPS. Today, we take a look at the best intrusion prevention systems that could be found.

INTRUSION PREVENTION  SYSTEM - WHAT IS ALL THIS ABOUT? 

Years ago, viruses were virtually the only concerns of system administrators. Viruses reached a point where they were so common that the industry reacted by developing virus protection tools. Today, no serious user in their right mind would think of running a computer without virus protection. While we no longer hear many viruses, the new threat is intrusion or unauthorized access to your data by malicious users. Since data is often the most important asset of an organization, corporate networks have become the target of malicious hackers who will do everything possible to access the data. Just like virus protection software was the response to virus proliferation,Intrusion Prevention Systems is the answer to intruder attacks.

Intrusion prevention systems essentially do two things. First, they detect intrusion attempts and when they detect suspicious activities, they use different methods to stop or block it. There are two different ways to detect intrusion attempts:

SIGNATURE BASED DETECTION
It works by analyzing network traffic and data, looking for specific patterns associated with intrusion attempts. This is similar to traditional virus protection systems that rely on virus definitions. Signature-based intrusion detection is based on signatures or intrusion patterns, the main drawback of this detection method is that you need the appropriate signatures to load into the software. And when there is a new attack method, there is usually a delay before the attack signatures are updated. Some providers are very fast in providing updated attack signatures, while others are much slower. The frequency and speed with which signatures are updated is an important factor to consider when choosing a provider.

ANOMALY-BASED DETECTION
It offers better protection against zero-day attacks, which occur before detection signatures have the opportunity to update. The process looks for anomalies instead of trying to recognize known intrusion patterns. For example, it would be activated if someone tried to access a system with an incorrect password several times in a row, a common sign of a brute force attack. This is just an example and there are usually hundreds of different suspicious activities that can trigger these systems. Both detection methods have their advantages and disadvantages. The best tools are those that use a combination of signature and behavior analysis for the best protection.

The efficiency of the Intrusion Prevention System - IPS

An intrusion prevention system monitors network traffic and has the ability to take immediate action, based on a set of rules established by the network administrator, in cases where the intrusion occurs due to the nature of the attack and its speed.

An efficient use of the Intrusion Prevention System can, for example, discard a packet that it considers to be malicious and block all traffic from that IP address or port. Traffic that is considered legitimate or secure will be forwarded to the recipient without any apparent interruption or delay in the service.

The detection mechanisms perform the monitoring and analysis of traffic patterns, as well as individual packets, including address matching, string and HTTP substring, TCP connection analysis, detection of packet anomalies and traffic anomalies in port communication TCP / UDP.

Benefits of the network intrusion prevention system for companies 

Most organizations today can benefit from intrusion prevention systems, since the use of technologies dedicated to the use of hardware, software and networks are part of the computational infrastructure of most companies, regardless of their type or sector.

IPS technologies offer several benefits for organizations, let's look at three of the most significant benefits:

Detects and stops attacks that other security controls do not
Supports customization of discovery features to stop activities that are of interest to a single organization only

It reduces the amount of network traffic that reaches other security controls, which reduces the workload for those controls and protects them from direct attacks.

The most important benefit provided by the Intrusion Prevention System is undoubtedly the ability to detect and stop a variety of attacks that cannot be automatically identified by firewalls, antivirus and other company security controls.

The technology employed by IPS uses the combination of several methodologies to detect attacks. Each methodology has its own characteristics, so by using the strongest resources of each methodology, an IPS can detect a wide variety of attacks.

Intrusion prevention systems are critical for most organizations to detect and stop network-based attacks, especially those that cannot be detected by other company security controls.

Information security today has become a mandatory requirement to guarantee not only business continuity, but also the certainty of respecting the privacy and integrity of customers and suppliers.